Customer Success Manager – iTechnology (Pvt) Ltd
Job Overview
iTechnology (Pvt) Ltd, representing iTechnology Australia Group, is seeking an experienced, proactive, and customer-obsessed professional to join as a Customer Success Manager. Operating across growing international brands including Safe Drive Car Rentals, iTechnology Australia, and Safe Travel and Tours, this remote leadership position takes full ownership of global customer service operations, support workloads, team leadership, and service excellence aligned with Australian business standards.
Position Details
- Job Title: Customer Success Manager
- Organization: iTechnology (Pvt) Ltd / iTechnology Australia Group
- Job Type: Full Time / Remote (Work from Home)
- Working Hours: Flexible / Rotational (Requires overlap with Australian Business Hours)
- Job Category: Customer Service & BPO, Management, IT & Software, Private Jobs
- Job Location: Colombo, Sri Lanka
Company Overview
iTechnology Australia Group is a diversified Australian corporate group leveraging three prominent brands—Safe Drive Car Rentals, iTechnology Australia, and Safe Travel and Tours—to provide seamless mobility and cutting-edge tech solutions. Dedicated to delivering reliable, customer-centric experiences across every major city and travel destination, the company unites digital innovation with premier customer service to keep people connected and inspired.
Qualifications & Experience
- 6 to 10 years of experience in Customer Service or Customer Success, including a minimum of 2+ years in a team lead or supervisory role.
- Proven leadership experience in training, mentoring, and managing customer support agents.
- Strong background in managing helpdesk software, live chat, ticketing systems, and support workflows.
- Experience working effectively in a remote / work-from-home setting.
Key Responsibilities
- Take complete ownership and accountability for all customer service operations across all brands under the iTechnology Australia Group.
- Own and manage key operational metrics including Customer Satisfaction Score (CSAT), Response Time, Resolution Time, Net Promoter Score (NPS), and Churn Rate.
- Act as the final escalation point for critical customer inquiries and resolve complex complaints, application issues, and account-related matters with empathy and professionalism.
- Supervise support workload across Live Chat, Email, and Helpdesk ticketing channels.
- Monitor customer reviews and provide prompt, constructive responses to online feedback.
- Build, mentor, train, and conduct quality audits for customer support executives and agents.
- Formulate proactive strategies to decrease churn, maximize customer retention, and enhance overall customer experience.
- Manage, maintain, and continually update the institutional Help Center and Knowledge Base.
- Liaise with technical and product development teams to report platform bugs and suggest enhancements based on customer feedback.
Required Skills
- Excellent written and verbal English communication skills.
- Advanced Excel skills combined with strong analytical and reporting capabilities.
- Proficiency in modern helpdesk, CRM, and ticketing platforms.
- Strong interest in technology, workflow automation, and process improvement.
- High level of attention to detail and ability to handle multiple deadlines in a fast-paced environment.
- Empathetic, patient, self-motivated, and organized mindset.
- Home office readiness: Personal laptop, reliable high-speed internet connection, and a quiet, dedicated workspace free from distractions.
Salary & Benefits
- Premium compensation packages commensurate with senior managerial expertise.
- Annual performance rewards and holiday bonuses.
- Direct opportunities for international business travel to Australia.
- Fast-tracked career progression within an expanding global corporate ecosystem.
- Warm, collaborative, and inclusive remote working culture.
How to Apply
Interested and qualified professionals are invited to forward their Curriculum Vitae (CV) along with contact details of two non-related referees via email within 10 days of this advertisement.
Via Email: Send your CV to: careers@itechnologyaustralia.com.au Email Subject Line: Application for Customer Success Manager
Important Notes
- Ensure that the post applied for (“Customer Success Manager”) is clearly specified in the subject line of your email submission.
- Applicants must possess their own laptop and high-speed internet connection to fulfill remote work requirements.
- Flexibility to work rotational hours overlapping with Australian business hours is required.
- Only shortlisted candidates will be contacted for subsequent interview rounds.
