About Envirosuite

Envirosuite is a rapidly expanding global environmental management technology company specialising in real-time, predictive software solutions that translate data into action for our customers. We deliver our impact by providing a suite of environmental monitoring, management, and investigative capabilities across a wide range of customers looking to regulate industry (in accordance with community well-being), optimise operations, and adhere to corporate or social licence to operate.

As the Head of Customer Support you will oversee and manage our customer support operations across the APAC, EMEA, and America regions, ensuring exceptional service is provided to all Envirosuite customers.

At Envirosuite, the Customer Support teams address complex technical issues and provide support within a SaaS-based environment. This includes onboarding customers, configuring both software and hardware, and handling broader IT integration challenges as well as every day customer support.

Here’s a snapshot of what you’ll be doing:

• Leading and managing global customer support teams across APAC, EMEA, and America regions.
• Analysing and optimising strategies, processes, and technology to ensure best practice and efficiency, scaling support operations to deliver best-in-class customer support.
• Overseeing day-to-day operations, ensuring timely resolution of customer queries, and maintaining support documentation.
• Monitoring and analysing customer feedback and metrics to drive continuous improvement across the global function.
• Fostering team development through regular meetings, feedback, and training programs.
• Achieving outcomes through others as you work collaboratively and cross functionally across the organisation to achieve outcomes for customers.
• Overseeing technical teams responsible for implementation of new customers.
• Serving as the primary contact for escalated issues, communicating trends and feedback to senior management.
  
  

Who are you?

• You are an inspiring, passionate leader with experience in leading and uplifting global customer support functions, ideally within a SaaS-based environment.
• You have experience in reviewing and implementing best practice to drive continuous improvement in customer support.
• You are customer-oriented, with a strong understanding of customer service principles, best practice, and trends.
• You are an outstanding communicator with the ability to interact with both internal teams and customers in an effective, respectful and impactful manner.
• You are adept at stakeholder management, serving as the primary point of escalation and contact for all regions.
• You excel at achieving outcomes through cross-functional collaboration, leveraging the strengths of various teams to drive success.
  
  

Haven’t heard of Envirosuite? Let us tell you about us:

• We’re a growing Australian Stock Exchange listed company
• Our purpose is to bring environmental intelligence to help industries and communities to thrive
• Our EVS Omnis suite helps various sectors solve emissions challenges across air, noise, odour (yep, somebody has to do it) helping to interpret complex data in easy-to-use and impressive looking software
• We’re the leader in Aviation noise management working with the likes of Heathrow, Toronto, LAX and Sydney - airports you’ve probably travelled through
• We’re also working on some interesting projects like the X-59 supersonic with NASA, yes, that NASA!
  
  

At Envirosuite you’ll have the ability to make an impact in a growing, global environmental intelligence company. We also like to ensure we create the best environment for our people, also known as Environauts, by providing flexible work arrangements, regular team events, as well as health and wellbeing activities.

Our guiding principles and values are: We’re driven by purpose | We move as one | We believe customers are the reason | We earn the trust | We challenge the now

Envirosuite is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Envirosuite is considered based on merit, qualifications, competence and talent. We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.