Support Manager

Job Type: Full-Time

Location: Sydney, Australia

About Fluent Commerce

The world of retail commerce is changing rapidly. To offer a premium customer experience, Retailers and direct to consumer brands face a challenge. They must adapt quickly and efficiently to the ever-changing needs of their customers, both in terms of convenience and experience. But their old systems can’t support this new reality. That’s why we exist.

Working with some of the leading and well known brands in the world, we’ve created a powerful and exciting Order Management platform designed to reinvent how businesses serve their customers’ needs efficiently and cost effectively. We’re disrupting the status quo. It’s a huge opportunity and we’re proud to be at the heart of it.

Globally headquartered in Sydney’s Silicon Valley – Surry Hills – we’re growing quickly. New opportunities, both nationwide and internationally, are added regularly for those who want them. Are you ready to change the world of commerce? Then join us.

In return for your passion and commitment you’ll get a great salary with bonus and share options and the opportunity to work from home and enjoy flexible working hours. We offer a vibrant office, casual dress code and a fantastic team. If you’re looking for creative, energetic environment where people never forget to have fun and are free to do what they love, then it is the right place for you.

About the role

We are looking for a Support Manager to join the Fluent team and work with Expert Services, Product & Engineering and Partners to take our Client Success to the next level. You will lead the Service Desk function, responsible for the key Support processes across the organisation ensuring they scale to add value to our clients.

Responsibilities

  • Providing a central Service Desk function to manage the coordination of all incidents to ensure issues are being resolved within their SLA times
  • Managing incident lifecycle, triage, alerts monitoring, escalations, support coverage, root cause analysis and prevention
  • Generating reports and communicating performance and key information to the wider team
  • Working with our partners and internal teams to ensure we provide high value Support to our clients
  • Implementing the right strategy to allow multi-tiered support, manage the relationship with our Support partners and collaborating with our internal teams to achieve business objectives.
  • Developing processes and procedures for Service Desk or Operations

Skills and Experience

  • BS degree in Computer Science or equivalent work experience
  • 3+ years experience managing technical staff in a Service Desk or Operations Centre
  • Very strong customer satisfaction focus with the ability to communicate effectively with clients, partners and internal team members both verbally and written
  • Experience with SaaS architecture, infrastructure and concepts
  • Understanding of ITIL Concepts
  • Experience using metrics and reporting to manage service levels and process improvement
  • Ability to work across multiple teams both internal and external, onshore and offshore
  • Experience with Jira and Confluence
  • Ability to lead and set the vision for Client Support

Desirable

  • Experience with e-commerce platforms, retail and ERP systems, WMS, OMS. Experience in online Retail and last mile of customer experience
  • ITIL Foundation Certification
  • Good technical knowledge with the AWS platform

Benefits

We value flexibility – Work how, when and where it suits you.
Centrally located tech office – Located in The Rocks, Sydney, we have a fun new office space with outdoor terrace and views of the Sydney Harbour Bridge!
Flexible and supportive leave policies – Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
Culture is key – We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
A share in Fluent Commerce’s success – Share options scheme for all employees.
Advance your career – We invest in your future by providing an allowance to help accelerate your learning and professional development.

To Apply

To apply, please fill out the Job Application