Customer Support Manager at HUB24 Limited

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Team leadership, Performance management, Stakeholder management, Process improvement, Call center management, Helpdesk ticketing systems, Data analysis, Communication skills, Attention to detail, Conflict resolution, Strategic planning, Risk management, Compliance, Coaching, Mentoring

Industry

Financial Services

Description

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB) THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Job Summary: The Customer Support Manager is responsible for leading the delivery of high-quality customer service experiences while building a capable, engaged, and high-performing team. The role oversees day-to-day service operations, ensures service levels and customer satisfaction targets are met, and acts as the escalation point for complex issues. Through strong people leadership, operational oversight, and continuous improvement, the role drives efficient, customer-focused service delivery and partners with internal stakeholders to enhance end-to-end customer outcomes. Responsibilities: Customer Service Delivery & Experience Oversee day‑to‑day customer service operations to ensure consistent, high‑quality service across all channels. Ensure SLAs, response times, and customer satisfaction targets are met or exceeded. Act as the escalation point for complex or high‑risk customer issues. Champion a customer‑first mindset and embed customer‑centric behaviours across the team. Team Leadership & Performance Management Lead, coach, and develop the Customer Service team to build capability, engagement, and accountability. Set clear performance expectations and development plans aligned to service outcomes. Manage team capacity, coverage, and redundancy to support reliable service delivery. Foster a positive, collaborative, and high‑performing team culture. Report on team performance, service levels, and improvement initiatives. Operational Excellence & Process Improvement Own escalated support and complaints processes, ensuring issues are logged, tracked, and resolved effectively. Identify trends in customer feedback and repeat issues to reduce root causes. Partner with cross‑functional teams to address systemic issues impacting customer experience. Stakeholder & Cross‑Functional Collaboration Act as a key stakeholder for customer service initiatives, projects, and enhancements. Collaborate with Product, Technology, Sales, Enablement, and Operations to improve end‑to‑end customer journeys. Represent the voice of the customer, providing insights to inform decision‑making. Reporting, Insights & Continuous Improvement Track, analyse, and report on key service metrics, including CSAT, volumes, response times, and escalations. Use data and customer insights to inform prioritisation and continuous improvement. Contribute to service strategies that support retention and business growth. Risk, Compliance & Governance Ensure customer service activities comply with internal policies, regulatory requirements, and risk frameworks. Maintain up‑to‑date documentation, procedures, and knowledge bases to support consistent service delivery. Requirements: 5+ years’ experience leading customer facing teams, with proven performance outcomes (essential). Experience with multi-channel call centre and helpdesk ticketing systems. Ability to work in a fast-paced environment. Strong stakeholder management capabilities. High attention to detail and superior communication skills. The Recruitment Process Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application. If unsuccessful, you will be notified. If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. Communication of outcomes to successful and unsuccessful candidates and feedback provided. *As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange.

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Responsibilities

The Customer Support Manager leads the customer service team to ensure high-quality service delivery and performance targets are met. They oversee daily operations, manage escalations, and collaborate with cross-functional teams to drive continuous improvement and customer satisfaction.