Customer Services Manager

About [Employer hidden — sign up to reveal]

At [Employer hidden — sign up to reveal], we are building something special. We partner with the global auction community to deliver intuitive, powerful technology. By 2028, [Employer hidden — sign up to reveal] will be recognised as a place where people genuinely thrive. This role sits right at the heart of delivering that ambition.

The Opportunity

We are looking for a Customer Services Manager to lead and evolve our customer support function across the Auctions Division. This is a high-impact leadership role responsible for shaping the future of customer service at [Employer hidden — sign up to reveal]—driving excellence, building a high-performing team, and embedding AI-led innovation at the heart of how we support our customers. The successful candidate will lead our 1st, 2nd and 3rd line support teams through an exciting period of transformation as we continue our transition to cloud-native solutions. For the right individual, this role offers a potential pathway to the Senior Leadership Team following successful completion of probation.

AI & Innovation Leadership

• Lead the adoption and practical application of AI across the customer services function
• Identify opportunities to use AI to improve ticket handling, call management, knowledge sharing, and response times
• Drive efficiencies that enhance both team productivity and customer experience
• Champion a culture of curiosity—encouraging the team to explore, test, and adopt new AI-driven approaches
• Work closely with Product and Technology teams to ensure AI capabilities are aligned with real customer and operational needs
• Use data and AI-driven insights to proactively identify trends, predict issues, and continuously improve service delivery
• Ensure AI enhances—not replaces—the human, relationship-led service that defines [Employer hidden — sign up to reveal]

What You’ll Be Responsible For

Customer Experience & Service Excellence

• Define and deliver a best-in-class customer service proposition aligned with [Employer hidden — sign up to reveal]’s vision and values
• Own and continuously improve service levels, ensuring consistent delivery against and beyond agreed SLAs
• Act as a senior escalation point, building trust and resolving complex customer challenges with professionalism and empathy
• Embed a proactive, insight-led approach to customer support, identifying trends and driving improvements across the wider business

Leadership & Team Development

• Lead, inspire, and develop a multi-layered support team across geographies
• Create an environment where people feel supported, motivated, and able to do their best work
• Champion a culture of collaboration, openness, and shared success
• Invest in training, coaching, and career development—helping individuals grow and progress

Transformation & Change

• Lead the customer support function through the transition from on-premise to cloud-native solutions
• Build confidence and capability within the team through structured upskilling and recruitment
• Embrace new technologies, including AI-driven tools, to enhance service delivery and efficiency
• Bring clarity and stability in a changing environment

Operational Excellence

• Ensure effective resource planning to meet current and future business needs
• Develop and refine processes, policies, and systems that support scalable, high-quality service delivery
• Work closely with Product, Sales, and Marketing teams to align customer support with wider business goals
• Introduce reporting and analytics to drive performance, insight, and continuous improvement

What We’re Looking For

• Is passionate about delivering outstanding customer experiences
• Brings strong people leadership skills, with the ability to motivate, support, and develop others
• Thrives in a collaborative environment and actively contributes to a positive team culture
• Is comfortable navigating change and ambiguity, bringing others along on the journey
• Has strong communication skills and builds trusted relationships both internally and externally
• Thinks strategically while remaining hands-on, particularly in the early stages, to support the team and shape the department’s evolution
• Approaches challenges with curiosity, resilience, and a solutions mindset

Culture & Values

At [Employer hidden — sign up to reveal], culture is not a statement—it’s something people feel every day. We believe in: Putting people first, Collaboration, Innovation, Long-term thinking.

Why This Role Matters

Customer service is one of [Employer hidden — sign up to reveal]’s defining strengths. This role plays a critical part in delivering on that promise.

What You Can Expect

• A high support ticket volume business looking to reduce tickets using AI agents and bug fixes
• A critical point of sale process which can be pressurised
• A collaborative, supportive, and forward-thinking environment
• The opportunity to lead and shape a critical function within the business
• Real ownership and the ability to make a meaningful impact
• A clear pathway to senior leadership for the right individual
• A culture where people enjoy what they do—and who they do it with

Business Unit: [Employer hidden — sign up to reveal] ASP. Scheduled Weekly Hours: 37.5. Number of Openings Available: 1. Worker Type: Regular.

More About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is a leading provider of enterprise management software solutions, serving a wide range of vertical markets. [Employer hidden — sign up to reveal] supports over 60,000 customers in more than 30 countries. Headquartered in Canada, [Employer hidden — sign up to reveal] is a 100% owned subsidiary of Constellation Software Inc.

IS THIS YOU?

At [Employer hidden — sign up to reveal], we have long realised that our greatest asset is our employee base. [Employer hidden — sign up to reveal] is an Equal Opportunity Employer. If you need accommodation, contact recruitment at [Employer hidden — sign up to reveal]. [Employer hidden — sign up to reveal] is part of a CSI group of companies.