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About the Role

Lead the day-to-day running and ongoing evolution of SEEK Pass Customer Support, ensuring consistent, reliable, and timely delivery of high-quality outcomes for customers and users as the business scales. This role is accountable for support performance, service quality, team capability, and continuous improvement across support operations.

Responsibilities

Lead the day-to-day operations of SEEK Pass Customer Support, including workload management, service performance, escalation handling, and quality outcomes.
Lead, coach, and develop a team of permanent and contingent workers, including workforce planning, hiring, onboarding, training, quality assurance, and ongoing capability uplift.
Develop, implement, and continuously improve processes, workflows, and operating rhythms to increase efficiency and maintain a consistently high standard of service.
Use customer feedback, operational insights, data, and core metrics/KPIs to shape Customer Support strategy, inform prioritization, and drive continuous improvement, including opportunities to use AI, automation, self-service, and tooling optimization.
Ensure ongoing compliance with relevant laws, obligations, policies, and standard operating procedures.
Build strong, trusted relationships with key internal stakeholders and external team members, and communicate clearly and proactively.
Stay informed about product and service changes, emerging technologies, and industry trends, and apply relevant learnings to improve outcomes.

Requirements

Experience leading, developing, and scaling a customer support or service operations team, including direct people leadership.
Strong customer focus, with excellent written and verbal communication skills.
Exceptional judgment and decision-making skills, including an ability to prioritize critical tasks and make sound trade-offs.
Ability to manage multiple priorities and initiatives, while communicating proactively and effectively with stakeholders.
Strong comfort with ambiguity, driving progress through an agile test-and-learn mindset.
Strong data-driven mindset, with experience defining key operational metrics, monitoring performance, identifying trends, and using insights to improve outcomes.
Demonstrated experience improving operational processes, service quality, and team effectiveness in a scaling environment.
Ability to work effectively in a cross-functional environment and influence across multiple functions and teams.
Good understanding of, or strong desire to learn, relevant technology concepts, operational tooling, and the role of AI and automation in modern support operations.
Experience in a start-up environment, working with agile software development teams.
Experience improving support tooling, workflows, knowledge management, self-service, or agent-assist capabilities.
Experience using AI, automation, or workflow optimization to improve operational efficiency, quality, or customer experience.
Proficiency in using data visualization tools such as Tableau, Databricks, Power BI, or Sisense.
Relevant university degree would be advantageous.

Skills

Customer Support
Service Operations
People Leadership
Communication (Written and Verbal)
Judgment and Decision-Making
Prioritization
Stakeholder Management
Agile Methodologies
Data Analysis
Operational Process Improvement
Cross-functional Collaboration
Influencing
Technology Concepts
AI and Automation
Start-up Environment
Agile Software Development
Support Tooling
Workflow Optimization
Knowledge Management
Self-Service
Agent-Assist
Data Visualization (Tableau, Databricks, Power BI, Sisense)

Location

Sydney

Work Type

Full-time

Experience Level

Managerial
Scaling Operations

Education Level

Relevant university degree advantageous

About the Company

SEEK Pass is a trusted digital passport used by over 5 million people to manage and share verified identity, credentials, and documents, aiming to integrate across the HR ecosystem.
SEEK Pass helps job seekers stand out by pre-verifying qualifications and credentials for employers.
SEEK Pass operates as a distinct cross-functional business unit with integrations into SEEK’s job marketplaces across Asia-Pacific.
The SEEK Group's purpose is to help people live more fulfilling and productive working lives and help organizations succeed by creating world-class technology solutions.
SEEK has a culture of high-performance and celebrates the diversity of its employees.
SEEK's culture statement, 'Our SEEK', outlines Principles and Behaviors: Passion, Team, Delivery, and Future.

Equal Opportunity

SEEK is passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of its people.
SEEK welcomes applications from people with diverse backgrounds and life experiences, especially relating to gender, sexual identity, culture, faith, disability, and life stages.
SEEK encourages individuals with the skills, curiosity, and adaptable approach, even if they don't meet every listed responsibility or qualification, to get in touch.