Support Services Manager

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

The Consumer unit is the face of our retail brand that is committed to delivering on our customer promise; Super fast, Super reliable and Super easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes and people that deliver this experience across the customer touchpoints and customer lifecycle.

Role Purpose

The Support Services Manager is responsible for leading the Consumer Support Services function, including Quality Assurance (QA), Training, Workforce Management (WFM/RTA), Continuous Improvements, Subject Matter Experts, Compliance and (Complaints?) . This role partners closely with Operations leaders to drive frontline performance, improve customer experience outcomes, and ensure operational efficiency through effective support functions.

The role requires strong leadership, stakeholder management, analytical capability, and a continuous improvement mindset across both local and offshore operations.

Key Responsibilities

Operational Leadership & Support

• Lead and manage the Support Services function across QA, Training, Workforce Management (RTA), CI, SME, Compliance and Complaints teams within the Consumer segment.

• Drive a high-performance culture focused on accountability, continuous improvement, and operational excellence.

• Partner closely with Operations Managers and key stakeholders to ensure support functions effectively enable frontline performance and customer experience objectives.

• Identify operational risks, performance gaps, and improvement opportunities, implementing action plans where required.

• Collaborate with stakeholders to align processes, share best practices, and support strategic initiatives.

Training & Quality Assurance

• Oversee the delivery and continuous improvement of onboarding, refresher, and upskilling programs in partnership with operational teams.

• Ensure training content and delivery methods remain aligned to operational requirements, business objectives, and customer experience expectations.

• Lead training needs and gap analyses, ensuring learning solutions address identified performance opportunities.

• Manage QA Leads and Analysts to maintain effective auditing, calibration, coaching, and feedback processes.

• Analyse quality trends, root causes, and customer insights to drive performance improvement initiatives.

• Ensure QA frameworks, standards, and reporting align with organisational and client expectations.

• Promote a coaching culture that supports employee development and performance improvement.

Workforce Management (WFM)

• Lead the local WFM function to ensure optimal staffing levels, schedule efficiency, and adherence outcomes.

• Support forecasting, capacity planning, and intraday performance management activities to achieve service level targets.

• Partner with regional WFM stakeholders to proactively manage staffing requirements based on business volumes, absenteeism trends, and operational performance.

• Provide regular reporting, insights, and recommendations relating to workforce performance, productivity, and operational trends.

• Support continuous improvement initiatives relating to workforce planning, scheduling efficiency, and resource optimisation.

Qualifications and Experience

• Demonstrated experience leading or supporting QA, Training, and/or WFM teams within a contact centre.

• Strong understanding of operational metrics including service levels, quality performance, adherence, productivity, and customer experience measures.

• Proven leadership and stakeholder management capability across local and offshore teams.

• Strong analytical and problem-solving skills with the ability to interpret operational data and provide actionable insights.

• Advanced proficiency in Microsoft Excel and PowerPoint.

• Experience using workforce management platforms such as NICE, Verint, Calabrio, or Genesys.

• Experience working within matrix reporting structures and cross-regional operational environments.

• Background in training delivery, coaching, or learning and development.

• Experience leading continuous improvement or operational transformation initiatives.

On Offer

• Quarterly Superstar Awards – recognition for those who go above and beyond.

• Milestone Gifts & Birthday Cake.

• Referral Bonus – get rewarded for bringing great talent into the TechHub.

• Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.

• Monthly Engagement Events – cricket matches, festive celebrations, and more.

• Quarterly Team Outings – SuperEats – time to unwind and connect outside work.

• SuperEats – enjoy affordable pre ordered breakfast and lunch options.

• Flexible Work – 3 days in the office, 2 days from home (once confirmed).

• Leadership & Development Training – Grow your skills and confidence.

• Career Excellence Program – build your future in telco and tech, right here at Superloop.

• Employee Assistance Program – we’ve got your wellbeing covered.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.