Technical Support/Incident Team Manager, APAC(SaaS Applications)

Technical Support/Incident Team Manager, APAC(SaaS Applications)

About the Role

As part of our continued growth in the APAC region, we are seeking a dedicated and experienced Support Team Lead to oversee our Melbourne-based support team. This role is pivotal in ensuring high-quality service delivery to our customers and partners across APAC, while also contributing to the global support strategy.

You will lead a team of skilled support professionals, collaborate with global peers, and drive continuous improvement in support processes and outcomes.

Key Responsibilities

• Act as the line manager for the APAC Support team based in Melbourne.
• Drive team performance, quality, and adherence to SLAs and KPIs.
• Ensure consistent application of RELEX Support processes and best practices.
• Identify and remove operational blockers and manage cross-functional dependencies.
• Lead recruitment, onboarding, and retention efforts for the APAC support team.
• Coordinate with global support leads to align on strategy and process improvements.
• Serve as the Major Incident Manager during APAC business hours.
• Represent the APAC Support team in internal and external stakeholder engagements.

What We’re Looking For

• Proven experience in leading technical or customer support teams.
• Strong understanding of support operations, metrics, and escalation handling.
• Excellent communication and leadership skills.
• Ability to work cross-functionally in a global, fast-paced environment.
• Familiarity with enterprise SaaS products is a plus.

What we offer you in return:

• An international working environment in a flat hierarchy organization
• Challenging and engaging tasks and learning opportunities in a rapidly growing software company
• Opportunities to combine customer-facing consulting and internal software development activities
• Flexible work hours and a possibility to work remotely
• Possibility to grow in the company (multiple career paths) and to have support from an experienced team
• A position where you can help retailers fight against food waste

About RELEX

RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing and promotion strategies, all within our unified platform.

RELEX is trusted by leading brands, including Coles, Baby Bunting, 7-11, Officeworks and Woolworths, and has offices across North America, Europe, and the Asia Pacific region.