Head of Success (12-Month Maternity Leave Cover)

Are you passionate about leading high-performing customer support teams, delivering exceptional customer experiences and driving operational excellence?

At Resly, we're looking for an experienced leader to oversee our Support and Enablement teams while our Head of Success is on maternity leave. This is an exciting opportunity to lead a fast-paced, high volume customer support operation, coach leaders, improve performance and help shape the future of our customer experience.

We're a fast growing SaaS company building software that powers accommodation providers across Australia and New Zealand.

Our Support team is at the heart of our customer experience, helping customers every day via phone, email and chat. As our Head of Success, you'll lead our Support and Enablement functions, ensuring we continue to deliver exceptional service while balancing customer satisfaction, operational efficiency and team performance.

You'll work closely with our leadership team, Support Team Lead and Enablement team to ensure our Success function continues to thrive.

• Lead our Support and Enablement teams.
• Coach and develop the Support Team Lead while supporting the wider team to achieve outstanding results.
• Drive customer satisfaction, operational performance and team productivity across the Success function.
• Monitor service levels, operational metrics and customer outcomes to ensure an exceptional support experience.
• Provide guidance on customer escalations and work closely with Product and Engineering to resolve customer-impacting issues.
• Continue the rollout and development of our Enablement team.
• Support recruitment, workforce planning and onboarding across the Support and Enablement teams.
• Use data, customer insights and team feedback to identify opportunities to improve productivity, workflows and the overall customer experience.
• Collaborate closely with Senior Leadership on operational priorities, strategic initiatives and continuous improvement.

You understand that exceptional customer service doesn't happen by accident. You have experience leading high-performing support teams in environments where phone and email are the primary customer channels. You're comfortable balancing customer satisfaction with operational efficiency and thrive on coaching people, improving processes, using data to drive decisions and creating a culture where every customer interaction is a positive one.

You'll also have:

• Demonstrated experience leading a high volume customer support, contact centre or customer operations team.
• Proven ability to deliver exceptional customer experiences while balancing service quality, operational efficiency and team performance.
• Strong understanding of workforce planning, queue management, service levels (SLAs), quality assurance, coaching and performance management.
• Strong leadership and stakeholder management skills, with the ability to coach leaders and build high performing teams.
• The ability to analyse operational data, identify trends and implement improvements that enhance customer outcomes, team productivity and operational performance.
• A passion for building customer-centric cultures where every interaction reflects a high standard of service.
• A proactive, solutions-focused mindset with a passion for continuous improvement.

• Hybrid working with Monday - Wednesday in our Gold Coast office and Thursday - Friday from home.
• Join a collaborative and supportive leadership team.
• Play a key role in shaping the future of our Support and Enablement functions.
• Help drive operational excellence and deliver exceptional customer experiences.
• Be part of a company that's growing rapidly and genuinely invests in its people.

This role is focused on leading a high volume customer support operation. Your success will come from creating an environment where people are coached to perform at their best, operational performance is continually improving and every customer interaction reflects the high standards we strive for at Resly.

This is a 12-month maternity leave contract with an expected start date of October 2026, allowing for a handover period. This role has the possibility of extending into other areas of the business.