Technical Customer Support Manager

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Support Manager who will be responsible for cultivating and mentoring a high-performing team of Technical Specialists, ensuring world-class support across the Geotab ecosystem while driving operational excellence and continuous improvement. If you love developing people, leading through change, and turning data into strategy — we would love to hear from you!

As a Customer Support Manager your key area of responsibility will be people development, technical subject matter expertise, and operational strategy. You will be responsible for overseeing day-to-day contact centre operations, monitoring team performance against SLAs, managing projects for support process improvement, and serving as the senior SME for complex technical escalations. You will also need to champion global alignment across regions, lead the adoption of AI-augmented support tools, and translate raw performance data into clear, actionable insights for leadership. You will need to work closely with Customer Success, Field Services, Solutions Engineering, the Global Support Team, and Sales to deliver a seamless customer experience.

To be successful in this role you will be an accountability-driven coach who balances empathy with a firm commitment to excellence, leveraging frameworks such as the GROW model to align individual growth with departmental goals. In addition, the successful candidate will have strong operational data literacy, demonstrated change management experience, and the technical depth to act as a strategic bridge between support teams and product engineering.

• Manage Customer Support Team and agents in compliance with Geotab policies and procedures.

• Oversee the day to day contact center operations ensuring all departmental SLA are being met.

• Review call monitoring sessions to ensure team members are meeting Geotab standards for customer care, troubleshooting, and call documentation.

• Work with team leads to provide feedback to the corresponding team members.

• Create staff rewards and recognition efforts to ensure ongoing team building occurs.

• Manage projects for support teams (e.g. gathering requirements for systems changes/enhancements, improving processes for customer support, developing models and workflows for new service offerings, implementing business analytics).

• Manage team expectations with regards to task assignments, work arrangements and other Support department expectations.

• Improve processes for the overall Customer Support Team.

• Provide expert project leadership and guidance to the team as SME.

• Oversee the activities and performance of direct reports.

• Provide direction, coaching and mentorship to the team.

• Engage in the development of the team by coaching, providing feedback, identifying areas of growth and training opportunities.

• Collaborate and support employees during the performance management process, meeting KPAs and career development planning.

• Support Geotab global strategic initiatives.

• An equivalent combination of education (e.g., Computer Science, IT, or Business Management) and/or significant work experience in a related field is required.

• Diploma/Degree specialisation in Engineering, Business, Computer Science or a related field highly valued.

• Minimum of 3–5 years of working experience in a technical/customer support or engineering-led environment, ideally within the telematics or SaaS industry.

• Minimum of 2–3 years of working experience in a formal Management role, with a proven track record of managing direct reports and hitting operational targets.

• Expert knowledge of performance management frameworks and coaching methodologies (such as the GROW model); ability to lead technical teams, manage performance, and drive engagement in a fast-paced environment.

• Highly proficient in operational analysis, with the ability to build and interpret reports using tools such as Salesforce, Google BigQuery, or similar BI platforms to drive decision-making.

• Understanding of the Geotab product suite, telematics hardware, and cloud-based software solutions.

• Demonstrated experience in leading teams through process changes and the adoption of new technologies, including AI-driven solutions and automated workflows.

• Exceptional presentation and interpersonal skills, with the ability to build bridges across different time zones and communicate complex technical data to non-technical stakeholders.

• A focus on building cross-functional relationships and maintaining global alignment to achieve unified business goals.

• This role operates under a Hybrid model; candidates must be able to commute to the Pyrmont, Sydney or Adelaide CBD office.