Senior Customer Support Manager

Make an impact steering day to day operations across a very visible and critical functionLead leaders – not just teams – and grow emerging managers supporting our strong growth culturePermanent full time role based in RichmondWe're REAWith bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named one of Australia’s Best Workplaces four times since 2021 — including third place in 2025 — plus Best Workplace for Women in 2023 and Best Workplace in Technology in 2024 and 2025. These listings are testament to every person who helps make REA a great place to work.Where the team fits inThe Customer Solutions & Operations team reports through to a broader function called the Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning. Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including - customer onboarding, product fulfilment, help & support, feedback management, credit and payment solutions.The Senior Customer Support Manager is a key leadership role within REA’s Customer Support function and acts as second in charge to the Head of Support. This role is accountable for supporting the leading of leaders and teams to deliver service excellence to REA customers, ensuring a seamless end-to-end support experience across a broad range of products, channels and technical troubleshooting.What the role is all aboutLead and inspire high-performing teams to deliver exceptional customer service that drives brand advocacy, loyalty and customer value, removing roadblocks and enabling great outcomes.Act as deputy to the Head of Support, taking responsibility for day-to-day leadership of the function when required, including decision-making, communications, and representation in cross-functional forums.Connect the team to purpose and strategy, ensuring everyone understand how their work contributes to REA’s goals, customer outcomes and our support vision.Lead leaders, including emerging leaders, through coaching, mentoring and regular feedback, building capability in people leadership, performance management and change leadership.Empower the team to ‘own it’ by using performance data, insight and quality conversations to drive accountability, support development and enable progression pathways.Own and optimise k...