Job Description
JOB VACANCY
Customer Success Manager
As a diversified Australian group, we leverage our three growing brands—Safe Drive Car Rentals, iTechnology Australia, and Safe Travel and Tours—to provide seamless mobility and tech solutions. Our mission is to deliver reliable, innovative, and customer-centric experiences that keep people connected and inspired across the nation. We are committed to becoming a globally trusted car rental network, prioritizing affordability and service excellence in every major city and tourist destination. By integrating cutting-edge IT with premier travel services, we ensure our customers remain at the heart of everything we do. If you are driven by growth and innovation, we invite you to join us in building the future of mobility.
REQUIREMENTS
Key Responsibilities
- Take complete ownership and accountability for all customer service operations across all companies and iTechnology Australia Group.
- Own all key metrics: Customer Satisfaction Score (CSAT), Response Time, Resolution Time, and Churn Rate for the entire group.
- Be the final escalation point for all critical customer issues across the group.
- Act as the primary owner for all customer support workload via Live Chat, Email, and Helpdesk.
- Handle complex / escalated customer complaints, app issues, and account-related queries with empathy and professionalism.
- Monitor surveys and respond to customer feedback.
- Ensure all tickets are resolved within defined SLAs and maintain high CSAT/NPS scores.
- Build, train, and mentor the customer support team (executives / agents).
- Monitor team performance, provide feedback, conduct quality audits, and drive continuous improvement.
- Develop strategies to reduce churn, increase user retention, and improve customer experience.
- Own the Help Center / Knowledge Base and keep it updated.
- Liaise with the technical and product teams to report bugs and suggest improvements based on customer feedback.
Qualifications and Skills
- 6 - 10 years of experience in Customer Service / Customer Success, with at least 2+ years in a team lead role.
- Strong leadership skills with experience in training and managing support agents.
- Empathetic, patient, and customer-obsessed mindset.
- Comfortable with remote work, self-motivated and highly organized.
- Proficiency in helpdesk tools.
- Strong interest in technology, automation, and process improvement.
- Exceptional attention to detail with the ability to manage multiple deadlines in a fast-paced environment.
- Advanced Excel skills and strong analytical capability.
- Excellent written and verbal English communication skills.
Work from Home Requirements
- Working hours: Flexible / Rotational (Requires overlap with Australian Business Hours)
- Personal Laptop and Reliable high-speed internet connection
- Quiet, dedicated workspace free from distractions
Shape Your Future with iTechnology
- Culture: A warm, collaborative, and inclusive workplace.
- Exposure: Expand your horizons with international projects.
- Travel: Direct opportunities for business travel to Australia.
- Growth: Fast-tracked career progression tailored to your ambition.
- Rewards: Premium compensation packages, annual rewards, and holiday bonuses.
Please forward your CV with details of two non-related referees within 10 days of this advertisement to the email: [email protected]. Indicate the position applied for in the subject line of the e-mail.
