Customer Support Manager

Core responsibilities:

• Own end-to-end contact centre performance across phone and email, delivering to key service targets and maintaining a strong operating rhythm that drives continuous improvement.
• Forecast demand and ensure consistent coverage across business hours, after-hours, and weekends, refining rostering and capacity models to support growth.
• Lead quality, compliance, and customer experience frameworks, ensuring high-quality interactions and supporting customers experiencing vulnerability or financial hardship.
• Optimise Zendesk using automation and AI to lift efficiency and agent productivity, building dashboards that surface volumes, performance trends, and emerging risks.
• Lead and develop a high-performing, distributed team across Australia and the Philippines, fostering a culture of accountability, engagement, and collaboration.

This role helps accelerate the energy transition by ensuring customers, including those in vulnerable or financial hardship situations, feel genuinely supported when accessing consumer energy resources, making sustainable energy solutions more accessible and affordable.

Required skills and experience:

• Significant experience leading customer support or contact centre operations within financial services, lending, or other regulated environments.
• Demonstrated success owning and delivering performance against contact centre KPIs.
• Experience leading offshore or geographically distributed teams (Philippines experience highly regarded).
• Hands-on experience owning and optimising Zendesk or similar customer support platforms.
• Strong analytical capability with the ability to translate data into clear actions, balancing speed, quality, compliance, and people wellbeing.

Compensation and perks:

• Flexible working arrangements with hybrid work model (4 days in office, Friday remote)
• Free lunch on Mondays
• Weekly Thursday social events
• Employee Share Option Plans (ESOP)
• Well-stocked pantry with snacks, fresh bread, fruit, and beverages
• End-of-trip facilities with towel service
• Anniversary leave (extra day off)

Brighte's mission is to make consumer energy resources affordable and accessible for everyone by building a platform that enables and accelerates the energy transition, making it affordable, easy and less risky to buy and sell energy equipment.