Overview This job ad is for the position of Head of Customer Service & Operations at one of Australia’s most unique and high‑impact social enterprises. It’s for someone experienced in building and managing customer success teams, excels at finding operational efficiencies through automation, and cares about having a positive impact and making the world a better place. Location and Work Arrangement The role is based in the Sydney CBD, but with this role you won't be required to endure a daily commute. After the pandemic, Stitch adopted a remote-first approach. You’ll have flexibility to work from home, with regular team events and opportunities to connect in person for training, planning, or social events. The Role We are seeking a strategic and customer-centric Head of Customer Support to lead our dedicated customer-facing team. This pivotal role is critical to Stitch, ensuring we deliver a welcoming, friendly, and supportive experience to all members worldwide. The successful candidate will be a passionate advocate for our members, with a proven track record of leading high-performing teams and leveraging AI and automation to drive service excellence and efficiency. You will report to the CEO and will manage the existing team and coordinate growth as Stitch expands into new communities globally. You’ll oversee on‑shore and off‑shore staff, work with third‑party vendors, and foster a culture of excellence, continuous improvement, and customer satisfaction. Love What You Do More important than tasks is the type of person you are. Stitch exists to bring joy to its members worldwide; you will need to love delivering joy and delight through excellent operations and people leadership. Key Responsibilities Vision & strategy: Craft and execute the customer success roadmap aligned to company goals and objectives; communicate progress to the executive team. Team leadership: Create and manage a distributed team (on‑shore with potential for off‑shore) and coach for high performance and career growth. Budget & resource management: Own the Customer Support budget, forecast future needs, and manage resources to support growth. End-to-end Customer Experience: Oversee all inbound enquiries (phone, chat, hub, email). Ensure every query, complaint, refund, and escalation is handled promptly, compliantly, and with care. Process standardization and improvement: Own and refine customer‑facing policies (refunds, credits, cancellations, pauses) balancing customer delight with commercial sustainability. Operational effectiveness: Lead new initiatives related to operationalising Stitch’s community-building and support processes. AI-driven efficiency: Evaluate, implement, and improve AI automation to reduce handling time and delight customers. Requirements Bachelor’s degree in business, marketing, or a related field 7 years in customer success or operations roles, with at least 3 years in a leadership position managing teams Experience building and managing customer support teams for consumer products and services Hands-on experience with customer service platforms like Intercom or Zendesk Track record of building customer support processes to improve team efficiency High proficiency in using AI to improve the customer support experience Willingness to dive in and provide hands-on customer support to understand the team’s work and identify improvements Proven ability to set goals, be self-motivated, and work without close supervision Passion for learning and continuous improvement Demonstrated drive to succeed and commitment to excellence Strong attention to detail A relaxed and engaging personality Extra Bonus Points Experience scaling and managing teams using Intercom as the primary platform Track record of doing good or showing an interest in making a positive impact Including the phrase "hypotenuse pineapple medicine" in your application video to indicate you read the description Application Instructions A resume and cover letter are required to apply. If you don’t include a cover letter, you will not be considered for this role. A brief introduction and explanation of why you’re interested is enough at this stage; more detailed questions will follow in the process. NOTE TO RECRUITERS: Please do not contact us about this role. Compensation: From AUD $140,000 to AUD $170,000 per year. J-18808-Ljbffr
