Head of Customer Support

Join the Resly Team as our Head of Success!

12-month parental leave cover, with genuine potential for an ongoing opportunity.

Resly is a fast-growing SaaS company powering accommodation providers across Australia and New Zealand. We’re looking for an experienced leader to oversee our Support and Enablement teams, driving exceptional customer experiences, operational excellence and high team performance.

🚀 What You’ll Be Doing

You’ll work closely with our leadership team, Support Team Lead and Enablement team to ensure our Success function continues to thrive.

• Lead our Support and Enablement teams.
• Coach and develop the Support Team Lead while supporting the wider team to achieve outstanding results.
• Drive customer satisfaction, operational performance and team productivity across the Success function.
• Monitor service levels, operational metrics and customer outcomes to ensure an exceptional support experience.
• Provide guidance on customer escalations and work closely with Product and Engineering to resolve customer-impacting issues.
• Continue the rollout and development of our Enablement team.
• Support recruitment, workforce planning and onboarding across the Support and Enablement teams.
• Use data, customer insights and team feedback to identify opportunities to improve productivity, workflows and the overall customer experience.
• Collaborate closely with Senior Leadership on operational priorities, strategic initiatives and continuous improvement.

🔍 What We’re Looking For

You understand that exceptional customer service doesn’t happen by accident. You have experience leading high-performing support teams in environments where phone and email are the primary customer channels. You’re comfortable balancing customer satisfaction with operational efficiency and thrive on coaching people, improving processes, using data to drive decisions and creating a culture where every customer interaction is a positive one.

You’ll also have:

• Demonstrated experience leading a high volume customer support, contact centre or customer operations team.
• Proven ability to deliver exceptional customer experiences while balancing service quality, operational efficiency and team performance.
• Strong understanding of workforce planning, queue management, service levels (SLAs), quality assurance, coaching and performance management.
• Strong leadership and stakeholder management skills, with the ability to coach leaders and build high performing teams.
• The ability to analyse operational data, identify trends and implement improvements that enhance customer outcomes, team productivity and operational performance.
• A passion for building customer-centric cultures where every interaction reflects a high standard of service.
• A proactive, solutions-focused mindset with a passion for continuous improvement.

🌟 Why You’ll Love Working Here

• Hybrid working: Monday–Wednesday Gold Coast office, Thursday–Friday WFH.
• Collaborative and supportive leadership team.
• Opportunity to shape our Support and Enablement functions.
• Significant impact on operational excellence and customer experience.
• Join a rapidly growing company that invests in its people.

This is a leadership role focused on building a high-performing support operation where people thrive, performance continually improves and every customer interaction reflects Resly’s high standards.