Support Manager

Your Role

We are seeking a dedicated Support Manager based in our Sydney office to lead our APAC  team. In this hands-on role, you will balance strategic operational oversight with deep platform expertise to drive efficient, top-tier service across all support channels. The ideal candidate is a people-first leader who will dedicate time to mentoring direct reports, guiding their professional development and fostering a high-performance culture within the team. In this role you will:

• Lead and mentor. You’ll serve as the direct manager for your team, conducting biweekly 1-1s to provide hands-on guidance, accountability and operational support.
• Focus on development. You’ll get to know your direct reports to identify their unique strengths, actively guiding their professional development and daily work assignments.
• Drive operational excellence. You’ll manage team schedules and ensure we have optimal coverage across all support channels while collaborating with global Support Managers to stay aligned on company initiatives.
• Onboard new talent. You’ll manage the end-to-end onboarding process for new hires, ensuring they have the tools, training and mentorship needed to reach full productivity quickly.

This role requires a minimum 3 days in the office per week, so we're currently considering candidates who live within a commuting distance of our offices in Sydney.

Must-Haves

• A proven leader. You have 1+ years of management experience in a customer service or support role.
• People-focused. You find genuine energy in coaching others, identifying their strengths and helping them grow their careers.
• Operationally minded. You’re comfortable navigating workforce scheduling and support metrics to ensure our customers always have the coverage they need.
• Technically proficient. You have hands-on experience with our product suite, including Hudl and Sportscode.

Nice-to-Haves

• Global perspective. Experience managing across different cultures or regions is a plus.
• A change agent. You’re always looking for ways to improve internal workflows and the customer experience.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas. 
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech stack and hardware to do your best work.
• Support your mental and physical health. We care about our employees’ wellbeing. Our Employee Assistance Program, employee resource groups and fitness partner Peerfit have you covered.
• Cover your medical insurance. We have multiple plans to pick from to ensure you’ll have the coverage you (and your dependents) want, including vision, dental, fertility healthcare and family forming benefits.
• Contribute to your 401(K). Yep, that’s free money. We’ll match up to 4% of your own contribution.

Compensation