Technical Support/Incident Team Manager, APAC(SaaS Applications)
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About the Role
As part of our continued growth in the APAC region, we are seeking a dedicated and experienced Support Team Lead to oversee our Melbourne-based support team. This role is pivotal in ensuring high-quality service delivery to our customers and partners across APAC, while also contributing to the global support strategy.
You will lead a team of skilled support professionals, collaborate with global peers, and drive continuous improvement in support processes and outcomes.
Key Responsibilities
- Act as the line manager for the APAC Support team based in Melbourne.
- Drive team performance, quality, and adherence to SLAs and KPIs.
- Ensure consistent application of RELEX Support processes and best practices.
- Identify and remove operational blockers and manage cross-functional dependencies.
- Lead recruitment, onboarding, and retention efforts for the APAC support team.
- Coordinate with global support leads to align on strategy and process improvements.
- Serve as the Major Incident Manager during APAC business hours.
- Represent the APAC Support team in internal and external stakeholder engagements.
What We’re Looking For
- Proven experience in leading technical or customer support teams.
- Strong understanding of support operations, metrics, and escalation handling.
- Excellent communication and leadership skills.
- Ability to work cross-functionally in a global, fast-paced environment.
- Familiarity with enterprise SaaS products is a plus.
What we offer you in return:
- An international working environment in a flat hierarchy organization
- Challenging and engaging tasks and learning opportunities in a rapidly growing software company
- Opportunities to combine customer-facing consulting and internal software development activities
- Flexible work hours and a possibility to work remotely
- Possibility to grow in the company (multiple career paths) and to have support from an experienced team
- A position where you can help retailers fight against food waste
About RELEX
RELEX Solutions is a leading provider of cutting-edge retail optimization software. We offer our customers radically improved demand forecasting and supply chain optimization, which then can be leveraged into exponential benefits — optimizing store space, allocation, workforce, pricing and promotion strategies, all within our unified platform.
RELEX is trusted by leading brands, including Coles, Baby Bunting, 7-11, Officeworks and Woolworths, and has offices across North America, Europe, and the Asia Pacific region.
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