Head of Customer Service & Operations

This job ad is for the position of Head of Customer Service & Operations at one of Australia’s most unique and high-impact social enterprises. It’s for someone who is experienced in building and managing customer success teams, who excels at finding operational efficiencies through automation, and cares about having a positive impact and making the world a better place.

But before you read on, we have something to tell you:

Stop Reading This Ad

Seriously, stop reading this ad right now.

In fact, do yourself a favour and take a break from looking at job ads altogether, and first ask yourself what you really want to do with your life.

You are going to spend most of your life working. Do you want it to mean something?

If You’re Still Reading…

Then it means your answer to the above question is probably “yes”.

Congratulations! That means you understand that doing something meaningful is what life is all about (you’d be surprised how many people haven’t figured this out).

You have probably also figured out that this isn’t an ordinary job ad. In our view, most job ads really, truly suck.

Most of them start by telling you how successful the company is, what a “unique” opportunity you have to join them (seriously, if you're working for a big company, how "unique" can it possibly be?), followed by a bunch of buzzwords describing the robotic tasks you’ll be told to do on a day to day basis.

Give us a break.

That’s why we hate posting job ads: the truly special role we want to tell you about gets drowned out by a sea of uninspiring rubbish.

But if you’ve read this far, it means we’ve AT LEAST got a shot of having your attention for a few more minutes, so here are the things you need to know:

Our Company

Stitch is an Australian technology-based social enterprise that addresses loneliness and social isolation for older adults, a critical issue in the lives of hundreds of millions of people worldwide.

We recently won a United Nations award that recognises the life-changing impact we have made improving lives around the world.

We have a passionate and growing community of members who tell us Stitch has changed their lives, with some going as far as saying they were close to suicide before they found Stitch.

We’ve been covered by TIME Magazine, Bloomberg TV, the New Yorker, NPR, Huffington Post, and everything in between.

We love using our skills and ingenuity to combine modern technology with the power of community to solve one of the biggest problems facing society today.

And the community is now growing so fast, in such a variety of places around the world, that our biggest challenge is how we grow and manage our operations so we can keep up.

Our Philosophy

We’ve got a very simple philosophy: Make the world a better place.

And when your members constantly tell you how much you have changed their lives, it’s easy to feel good about what you’re doing.

Seriously, look up the reviews for Stitch on Trustpilot, and you'll see a heck of a lot of our members saying that Stitch is the best thing that ever happened to them.

The Location

Our physical offices are in the Sydney CBD, but with this role, you won't be required to endure a daily commute. In fact, after the pandemic, our team voted to become a remote-first company. We all enjoy the flexibility that working from home provides, not to mention the extra chunk of our lives that we get to actually live, rather than spending on public transport or in traffic.

Having said that, we all know it's difficult to build good relationships over Zoom, so we make sure to get together regularly for team events, training, planning, or even just the occasional lunch. Remote working can be great, but we'd all go crazy if we didn't spice things up with a bit of fun and social interaction.

That means the role suits someone who is a good communicator, likes working independently, and gets real satisfaction from doing good work, but also enjoys building genuine connections with the people they work with.

The Role

About the Role

We are seeking a strategic and customer-centric Head of Customer Support to lead our dedicated customer-facing team. This pivotal role is critical to everything we do at Stitch, ensuring we deliver a welcoming, friendly, and supportive experience to all our members around the world. The successful candidate will be a passionate advocate for our members, with a proven track record of leading high-performing teams and a keen understanding of how to leverage AI and automation to drive exceptional service and efficiency.

You will report directly to the CEO, and will be responsible for not only managing our existing customer service team, but also planning and coordinating the growth of the team as Stitch expands into new communities around the world. You’ll be responsible for managing any on-shore and off-shore staff, working with third-party vendors, and fostering a culture of excellence, continuous improvement, and customer satisfaction.

Love what you do

More important than what you’ll be doing, however, is the kind of person you are. Stitch exists to bring joy to its members around the world, so in addition to being able to drive operational excellence and create high-performing teams, you will need to love bringing joy and delight to the people we serve.

We love what we do, and we want you to love your work too.

Key Responsibilities:

• Vision & strategy: Craft and execute the customer success roadmap aligned to company goals and objectives; communicate progress to the executive team.
• Team leadership: Create and manage a distributed team (on-shore with potential for off-shore) and coach for high performance and career growth.
• Budget & resource management: Own the Customer Support budget, forecast future needs, and manage resources to support the community's ongoing growth.
• End-to-end Customer Experience: Oversee all inbound enquiries (phone, chat, hub, email). Ensure every query, complaint, refund, and escalation is closed quickly, compliantly, and with care.
• Process standardization and improvement: Own and refine customer-facing policies (refunds, credits, cancellations, pauses), balancing customer delight with commercial sustainability.
• Operational effectiveness: Lead new initiatives related to operationalising Stitch’s community-building and support processes
• AI-driven efficiency: Evaluate, implement, and improve AI automation to reduce handling time and delight customers.

Requirements:

To be eligible for this role you should have:

• Bachelor’s degree in business, marketing, or a related field
• 7+ years in customer success or customer operations roles, with at least 3 years in a leadership position managing teams.
• Experience building and managing customer support teams for consumer products and services
• Hands-on experience with customer service platforms like Intercom or Zendesk
• A track record of building customer support processes to improve team efficiency
• High proficiency in the use of AI to improve the customer support experience
• A willingness to dive in and get your hands dirty and provide hands-on customer support yourself, as a way to understand everything the team does and identify ways to improve
• Proven ability to set your own goals, be self-motivated, and work without close supervision
• A passion for learning and constantly improving
• A demonstrated drive to succeed and commitment to excellence
• Strong attention to detail
• A relaxed and engaging personality

Extra bonus points for:

• Relevant experience scaling and managing teams using Intercom as your primary platform
• A track record of doing good or showing an interest in making a positive impact
• Including the phrase "hypotenuse pineapple medicine" in your application video ... to indicate you read the application in detail before applying :-)

A resume and cover letter are required to apply. This part is very important. In fact:

IF YOU DON’T INCLUDE A COVER LETTER, YOU WILL NOT BE CONSIDERED FOR THIS ROLE

You don't need to make it super formal; just a brief introduction to yourself and an explanation of why you're interested in the role. You'll be asked more detailed questions later in the process, so don't spend ages on it; we only require this to help us filter out candidates who upload their CV to hundreds of open positions without even reading the job description. If that's not you, we're looking forward to hearing from you!

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NOTE TO RECRUITERS: Please do not contact us about this role. You will be added to our junk email list.