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About the Role

Lead the local support team, drive day-to-day customer support operations, and ensure high service standards for Storman Software globally. Coach and manage a small team of direct reports while collaborating with Australian leadership to build scalable processes, standard operating procedures, and support frameworks for expansion into UK and European markets.

Responsibilities

Drive customer satisfaction and service excellence across all touchpoints, identifying systemic product improvements to elevate the customer experience globally.
Build and maintain strong client and partner relationships, acting as the trusted senior operational point of contact and escalation owner for key accounts.
Provide advanced tier-2/tier-3 technical support to users and administrators across phone, case management, instant chat, and web conferencing—analysing log files and delivering expert resolution guidance.
Oversee methodical investigation and resolution workflows for complex technical queries and software issues reported by customers and partners.
Manage customer support queues and team workload distribution, prioritizing critical escalations and coordinating cross-functionally with development, product, and Customer Support Specialists.
Oversee system configuration standards and customer onboarding workflows, ensuring best-practice deployment and user adoption.
Lead complex problem-solving and root-cause analysis on persistent technical issues, establishing troubleshooting standards to drive team-wide first-contact resolution rates.
Monitor and uphold operational performance, ensuring team enquiries meet established response timeframes, Customer Satisfaction (CSAT) benchmarks, and Service Level Agreements (SLAs).
Direct the enhancement of the internal technical knowledge base and lead the development of customer-facing self-help resources to support international user self-service.
Lead, coach, and mentor direct reports, conducting regular 1-on-1s, driving capability development, and fostering efficient, collaborative support practices.
Coordinate pilot and regression testing in pre-release environments to verify application behaviour, collaborating with product teams on release readiness and local deployment.
Continuously evaluate and optimize operational processes, establishing Standard Operating Procedures (SOPs) that scale seamlessly across UK and European time zones.
Effectively engage and align with regional stakeholders, executive leadership, users, and third-party vendors to resolve complex system issues and align operational priorities with the Australian-based Operations Manager.
Collaborate cross-functionally to advance strategic growth initiatives, leading operational project deliverables while supporting broader team objectives.
Champion organizational governance, compliance, and information security standards, ensuring regional operations strictly align with company policies and local regulatory requirements.
Perform other duties as reasonably requested by Storman.

Requirements

Minimum 5+ years of customer operations or technical support experience.
1-2 years in a team lead, supervisory, or senior mentor capacity within a SaaS or software-centric environment.
Proven experience managing small teams, monitoring queue performance, and coaching individuals to meet performance targets.
Demonstrated ability to document procedures, streamline support workflows, and assist in scaling operations across multiple time zones or regions.
Experience with UK/Europe markets is highly regarded.
Outstanding stakeholder management and communication skills.
Ability to coordinate across cross-functional, remote teams (specifically aligned with Australian-based leadership).

Skills

Customer Operations
Technical Support
Team Leadership
SaaS
Software
Process Documentation
Workflow Streamlining
Stakeholder Management
Communication
Cross-functional Collaboration
Remote Team Coordination
Problem-Solving
Root-Cause Analysis
Tier-2/Tier-3 Technical Support
Knowledge Base Enhancement
Self-Help Resource Development
Pilot Testing
Regression Testing
Operational Process Optimization
Standard Operating Procedures (SOPs)
Organizational Governance
Compliance
Information Security

Location

Global

Work Type

Remote

Experience Level

5+ years
1-2 years in leadership/supervisory capacity

About the Company

Storman is the market leader in self-storage management software across Australia, New Zealand, and expanding global markets.
Operating as a specialised division within Global Payments, Storman pairs deep industry expertise with the power of Global Payments' global commerce infrastructure.
Our mission is to deliver seamless, future-ready software and services that enable storage facilities of all sizes to succeed.
Our inclusive and global teams win together every day.
We’re proud to have the best minds in the industry, who you can learn from as you grow your career.
Globalpayers think like a client, act like an owner and win as one team.
We’re curious and innovative – always finding better ways to deliver impact.
We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.