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Customer Support Manager
Full-time
Company
Style Arcade is an analytics software for fashion brands and retailers, powering smarter product decisions by combining data science, AI and visual imagery. We help businesses buy better, trade more efficiently and unlock growth and profit through digital range planning, automating buying and planning trade processes, forecasting, seamlessly integrating with systems to create one source of truth for omni-channel product and sales channel performance, and connecting buying, planning and e-commerce teams to collaborate in real time, removing manual reporting and endless spreadsheets
Style Arcade powers leading global retailers from pure-play ecommerce giants like The Iconic, White Fox and Princess Polly to cult designers like Aje, Christopher Esber and Tibi.
Role Overview
We’re looking for a
hands\-on Customer Support Manager
who thrives in the detail and leads from the front.
This is a
player\-coach
role. While you’ll manage and develop a small support team, you’ll also be actively on the tools. You’ll personally handle customer support queries, write and manage Support and Engineering tickets, and work closely with customers every day. This role is ideal for someone who enjoys staying close to customers, the product, and the operational heartbeat of the business.
Your ultimate goal is to drive high customer engagement, satisfaction, and retention, measured by:
Producing high-quality Support and Engineering tickets
Personally handling customer support queries alongside the team
Effectively leading and developing a small support team
Customer Satisfaction (CSAT) scores
First Contact Resolution (FCR) rates
Own continuous improvement of support processes, tooling, and ticket quality standards, in partnership with Engineering and CX.
Role Accountabilities
Develop and maintain strong relationships with customers by deeply understanding their goals and challenges
Actively handle technical customer support queries, including existing and new integrations, across all channels
Write, triage, and manage Support and Engineering tickets from creation through to resolution
Review support trends, address concerns, and identify opportunities
Lead by example by maintaining high-quality responses, excellent response times, and strong FCR
Identify opportunities to improve the customer experience - our goal is to make customers smile!
Manage, coach, and provide ongoing training to a small support team
Set clear goals and expectations while remaining embedded in day-to-day support operations
Drive automation and efficiencies in support workflows while remaining customer-first
Foster a collaborative, customer-focused team culture built on knowledge sharing
Collaborate internally to resolve issues and protect customer relationships.
About You
You’re a strong operator who leads by example. You’re equally comfortable responding directly to customers as you are coaching a team or analysing performance metrics.
An analytical approach with the ability to use data to drive improvements
A technical support background is highly desired but not essential; however, strong aptitude for integrations, APIs, or technical troubleshooting is important
Proven ability to translate customer problems into clear, actionable context for engineering teams
Strong understanding of customer lifecycle management and customer success principles
Proven experience in a hands-on support or customer success role, ideally with team leadership responsibilities
Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal teams
Proactive, results-oriented mindset with the ability to juggle competing priorities.
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Hybrid work
Surry Hills office; 5 minute walk from Central Station
Paid Birthday day off
Access to discounts with Brands we work with!
