About The Company

Our client is an Australian digital health platform supporting clinicians, patients, and care teams across primary care, specialist practice, hospitals, and aged care. The customers rely on them to keep clinical workflows running every day, which means support is a critical function, not a back-office one.

The Role

We are hiring a hands-on Support Manager to lead our customer support team and serve as the single point of contact for support . This is a player-coach role: approx. 60% leading and coaching the team, 40% in the queue handling complex tickets, escalations, and incidents.

We are open to considering a dependable team player who is ready to step up into a leadership role.

You will own how the business responds to its clinical and patient-facing customers, the metrics they hold themselves to, the systems and playbooks the team runs on, and the relationship between the Support Team and the rest of the company.

Australian work authorisation is required for this position.

The Responsibilities:

• Lead a team of support specialists, hire, coach, run 1:1s, manage performance, and own the on-call and after-hours rotation.

• Personally handle escalated and complex tickets, including those involving clinical workflows, integrations, and live incidents.

• Own support SLAs, first response time, time to resolution, CSAT, and report on them weekly to leadership.

• Be the single point of contact for support: for customers raising escalations, and for Product, Engineering, CS, and Sales when they need a partner in Support.

• Build and maintain the support knowledge base, macros, runbooks, and customer-facing selfserve content.

• Triage bug reports and feature requests into Engineering and Product and close the loop back to customers when fixes ship.

• Run daily standups, weekly retros, and monthly metrics reviews with the team.

• Drive continuous improvement: ticket categorisation, deflection, automation, and tooling.

• Partner with Engineering on incident response and post-mortems; own the customer-facing side of incidents.

• Ensure support workflows comply with the Privacy Act, the Australian Privacy Principles, and the clinical safety obligations.

The Requirements:

• 6+ years in customer support, with at least 1–2 years managing a team (or a strong senior IC ready to step up).

• Experience supporting B2B SaaS, ideally in health tech, medtech, or another regulated industry.

• Hands-on fluency with a helpdesk platform. Experience with any major helpdesk platform is acceptable.

• Comfortable with technical troubleshooting, reading logs, reproducing bugs, working alongside engineers.

• Excellent written communication; you can be warm and clear with a stressed clinician on a Friday afternoon.

• Track record of coaching support specialists and raising the bar on quality.

Nice to have:

• A background or experience in healthcare, clinical, allied health, or practice management or in healthtech.

• Familiarity with the Privacy Act, the Australian Privacy Principles, and the My Health Record framework.

• Experience designing on-call or after-hours rotations for clinical software.

• Implementation or onboarding experience in B2B SaaS.

Please apply via Seek. Applications are being reviewed and shortlisted as they are received.