Customer Support Manager

About Renowned

We are the integrated platform that enables real estate professionals to systematically build and broadcast authentic local expertise across key channels to connect with local property buyers and sellers.

• Our Journey: Launched in 2014 as RateMyAgent (ASX:RMY), a trusted review platform in AU, NZ, and the US. Following the strategic acquisition of Curated Social (Dec 2024), we evolved into Renowned—the complete, professional-facing platform for Local Expert Marketing
• The Ecosystem: RateMyAgent builds the reputation. Renowned mobilises it, automatically turning reviews, listings and data into powerful, always-on marketing content
• The Team: A collaborative, globally distributed team of over eighty members spanning Australia, the US, New Zealand, and The Philippines
• Our Values: One Team One Dream, Dare to Care, Think Deeply/Move Quickly, and We Speak Up 
• Our Mission: To help great real estate professionals win more property listings and become renowned local experts in the markets they serve
  

About the Role

This key leadership position with global remit plays the role of "voice of the customer" internally for our two products. As CS Manager you will lead our Customer Support function (ANZ and USA) and own our global support ecosystem. In addition to leading the team, this role will have a focus on driving our AI capability, overhauling our Intercom infrastructure and will involve extensive cross-team collaboration to drive a culture of continuous improvement for customers.

Key Responsibilities

• Global Team Management: Lead and inspire a multi-level international Support team across Melbourne (HQ), the Philippines, and future hubs.  Head count of 11 (currently) – 20 (planned expansion). Hands on team leader driving the hiring, development and retention
• Customer Support Operations: Day-to-day team operations and all Support channels: live chat, email, tickets and phone. Managing how customers contact us and where, Support surges, urgency, close coordination of customer interactions with sales, conflicting team priorities and ensuring other various areas of responsibility within Support are efficiently managed
• Process Documentation: Act as the "Librarian of Truth" for Support. Build and maintain a robust library of SOPs, macros, and templates to ensure global consistency
• Point of escalation for complex customer enquiries / issues internally (sales, account management and product) and externally
• Workflow Overhaul: Lead the end-to-end redesign of Intercom Workflows to ensure a frictionless customer journey from first touch to resolution. Maintain ongoing improvements to workflows to ensure best service of customers across various service levels.  Includes owning the AI infrastructure in Intercom and customer knowledge base
• Data-Driven Insights: Monitor and report on core Support metrics and qualitative feedback including CSAT and AI Deflection rates. Turn these into actionable insights for Support, Sales, Product and Marketing
• Driving customer improvement: Be the voice of the customer to provide insights and feedback on key aspects of the customer journey.  Includes feedback on current and future product releases
• Go-To-Market Execution: Lead the Support  "Go-To-Market" strategy for every product release. Work closely with Sales, Marketing and Product to ensure the team is trained and support documentation is live before the customer sees the new feature.  This includes complex brand / partnership releases
• Awards: Own global review integrity and awards preparation responsibilities

About You

• Advanced experience of Intercom
• Experience growing, developing and managing multi-level globally distributed support teams, omni channel support and experience with managing feedback loops
• Experience owning, monitoring and reporting CSAT and response times
• Owning all internal and external customer resources
• Demonstrated experience having driven change and ongoing improvements for customers through advocacy, CS feedback/insights across the business etc
• Pro-active assertive collaborator and communicator across multiple teams
• Working with global brands to imbed their SLAs and manage ongoing support relationships
• Experience with Hubspot and Cloud Talk (advantageous)
• Prop tech and SaaS experience (advantageous)

Why Join Us?

• Be part of a company entering its next major phase of growth—a genuinely global expansion
• Competitive salary  and benefits
• A culture defined by high performance, innovation and fun

Benefits

• Flexible working: We offer flexible WFO arrangement (Cremorne location)
• Wellness initiatives: on top of your usual leave entitlements, we offer 2 wellness days a year
• Social: Company-wide collaboration such as product showcases and social events (virtual and in-person).
• Hackathons: We are proud of our hackathon culture and host hackathons every year where the whole company gets involved!
• Birthday Leave: No one likes to work on their birthday, so take a day off that day!
• Paid Parental Leave: We want to support you as your family grows so we offer paid leave for special times as well as flexible working options.
• Learning and Development: Whether it's a short course, conference, or even a book that will help you with your learning and development, we have a healthy training budget in place for staff so you can continually learn and grow.

At Renowned, we appreciate the value that comes from having diverse employees. Whether that be diversity of age, disability, sex, gender, sexuality, pregnancy, race or religion, we strive to create a team where anybody can thrive. We strongly believe a varied workforce creates a more innovative company with a broader perspective.