Customer Support Manager

Work options: Hybrid

• Growth Opportunity + Personal Development
• Hybrid Working Arrangements | 3 Days from Home
• Work on the Gold Coast = Sun, Surf and Success

Be a part of the team revolutionizing Australian tourism! G'day Group, a leader in regional travel experiences, is looking for innovative thinkers to support Bookeasy, a vital business within the G'day Group, through our Support Office and tech teams. We provide digital solutions for regional tourism, making complexity simple. Tourism tech, made easy. That's what we deliver. If you're ready to use your tech skills to drive growth and employee well-being, join us!

Our Benefits

• Health & Wellbeing: Flexible work, EAP, discounted health cover, BeWell program.
• Generous Leave: Parental, volunteer, study leave, plus option to purchase more.
• Development Focus: Leadership programs, training support, professional memberships.
• Employee Savings: Discounts on accommodation, experiences, salary packaging.
• ESG Commitment: Fostering a safe workplace, community support, and environmental protection through a five-year strategy.

Your New Role

As the Customer Support Manager you will lead an exceptional support experience across the Bookeasy platform. You will coach and develop a high-performing team, manage escalations, and ensure customers receive timely, professional support that delivers real value. This is a hands-on role where you will improve processes, streamline workflows, and explore AI and automation to drive smarter ways of working. Working closely with Product, Development, Marketplace and Customer Success, you’ll champion the voice of the customer across the business.

• Lead, coach and develop a high-performing support team, including remote and offshore team members, while fostering a positive and customer-focused culture.
• Oversee support operations to ensure timely responses, effective issue resolution and consistent delivery against service levels and customer expectations.
• Manage escalated customer issues and maintain professional communication to drive positive customer outcomes and satisfaction.
• Improve support processes, workflows and knowledge resources by identifying recurring issues and implementing efficiencies, automation and self-service opportunities.
• Partner closely with Product, Development, Marketplace and Customer Success teams, while using reporting and insights to guide decisions and support continuous improvement.

Your Skills and Experience

• Proven experience in Customer Support, Customer Success or Service Operations, ideally within a SaaS, software or technology environment.
• Proven ability to lead, mentor or support customer-facing teams, with experience managing remote and/or offshore team members desirable.
• Strong problem-solving, communication and stakeholder management skills, with confidence working across technical workflows, software platforms and integrations.
• Experience using support platforms, CRM systems and reporting tools to manage service delivery and track performance.
• Knowledge of the tourism, travel or tourism technology sector highly regarded, including exposure to booking systems, reservation systems, channel managers or similar platforms; interest in AI, automation and operational innovation also valued.

Join G'day Group: Disrupt, innovate, and ignite your career!

Police check & driver's licence required for this role.

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