Sustainability that means business
Who we are
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.
What we do
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
Head of ANZ Customer Support
We are seeking a highly motivated and customer-focused Head of Customer Support to lead and manage our Support operations in the ANZ region based out of Sydney. The Head of Support will oversee and manage support operations across a matrix organization, ensuring that cross-functional and region-specific support needs are met effectively. This role requires exceptional collaboration, resource management, and leadership skills to align functional and regional goals, while delivering seamless support services.
Job Specification-Responsibilities
Responsible for delivery of unsurpassed support to our ANZ customer base
Build strong relationships with key customers, ensuring their needs are met and exceeded
Work closely with the Sales, Professional Services, Product, Development and Marketing teams to drive customer satisfaction and align support with overall business goals
Collaborate with the Global Customer Support team to ensure the consistent application of global support standards (e.g., SLAs, KPIs, response times, quality of service) while accounting for regional variations in customer behaviour and expectations
Responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies
Foster a customer-first culture and ensure the team consistently delivers high-quality support
Lead initiatives to improve operational efficiency, customer experience, and team satisfaction
Drive automation of issue analysis and proactive monitoring
Effectively manage, lead, mentor and grow a skilled application support team
Be an influential member of a cross-functional senior management team
Candidate Profile
Degree in Business or IT related discipline
Ability to break down complex technical issues and drive the most optimal resolution with Support Teams
Proactive, positive, self-starter with a passion for continually improving the processes around you
Ability to represent support in executive forums, sales engagements, or customer reviews
Skilled in C-Level stakeholder communication and relationship-building
Skilled in managing critical escalations and high-severity incidents
Strong commitment to ensuring customers’ business objectives are achieved
Excellent oral and written communication skills with both technical and non-technical audiences
Data-driven approach to decision making and reporting
Proven experience managing geographically dispersed support teams across multiple time zones, ideally in a "Follow the Sun" support model
Strong background in customer support, preferably within a technology, SaaS, or high-growth environment
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