We power insights for better, safer workplaces...together.
Are you ready to be Kin-a-t-i-can? Join a global leader in Reg-Tech as our Head of Customer Support & Service. If you've built and scaled world-class support organisations, transformed customer experiences through digital innovation, and led teams to exceptional performance, we want to hear from you.
This role offers the opportunity to shape the future of customer support at Kinatico, building a digital-first support organization that serves as a competitive differentiator for our products. You'll architect systems and processes that transform support interactions into opportunities for customer advocacy and business growth. If you're a visionary leader who combines operational excellence with strategic thinking, we want to hear from you!
OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY
About you:
- 7+ years of customer support leadership experience in SaaS or technology companies.
- Proven track record of building and scaling support organizations.
- Experience implementing and optimizing support platforms (Zendesk, Helpscout, etc).
- Strong analytical skills with expertise in support metrics and business intelligence.
- Exceptional team leadership abilities, including remote team management.
- Deep understanding of customer psychology and experience design.
- Outstanding communication skills with executive-level presentation experience.
- Bachelor's degree in Business, Technology, or related field.
DELIVERING THE GOOD, STRIVING FOR THE GREAT
Position responsibilities include but are not limited to:
- Develop and execute comprehensive customer support strategy aligned with business objectives.
- Design scalable support infrastructure for rapid business growth and global expansion.
- Implement industry-leading support processes, SLAs, and quality standards.
- Evaluate and optimize support technology stack including helpdesk platforms and automation.
- Build and lead high-performing, potentially distributed support teams across multiple time zones.
- Partner with Product, Engineering, and Customer Success teams to improve customer experience.
- Establish comprehensive support metrics and drive data-driven continuous improvement.
- Foster a customer-obsessed culture that balances empathy with technical expertise.
ARE YOU READY TO BE A KINATICAN?
Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people - we are a global leader in Reg-Tech. Our technology helps organisations to know their people.
- Leadership role reporting to Chief Experience Officer
- Opportunity to build and shape a world-class support organisation
- Work for an ASX listed company and a leader in Reg-Tech
- Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation
- A culture of development and recognition, we want our people to thrive!
TELL US ABOUT YOURSELF
Apply with your resume (with cover letter appreciated).
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised individuals tend to only apply when they check every box. If you think you have what it takes (a growth mindset) but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
Please be prepared to discuss:
- Your experience building and scaling customer support organizations
- Examples of support technology implementations you've led
- Your approach to developing high-performing teams
- How you've driven customer satisfaction and business outcomes through support excellence
- Your vision for digital-first customer support strategies
Learn about Kinatico