Customer Success Manager – iTechnology (Pvt) Ltd
Job Overview
iTechnology (Pvt) Ltd, representing iTechnology Australia Group, is seeking an experienced, proactive, and customer-focused professional for the role of Customer Success Manager. Operating across prominent international brands including Safe Drive Car Rentals, iTechnology Australia, and Safe Travel and Tours, this remote leadership position takes full accountability for overall customer service operations, support channels, team leadership, and service excellence aligned with Australian business hours.
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 group leveraging three fast-growing brands—Safe Drive Car Rentals, iTechnology Australia, and Safe Travel and Tours—to provide seamless mobility and advanced IT solutions. The organization is committed to providing reliable, innovative, and customer-centric experiences across every major city and travel destination, integrating cutting-edge technology with premier travel and car rental services.
Qualifications & Experience
- 6 to 10 years of experience in Customer Service or Customer Success, with at least 2+ years in a team lead or supervisory role.
- Demonstrated leadership capabilities with hands-on experience in training, mentoring, and managing support agents.
- Proven proficiency in helpdesk software, CRM systems, live chat platforms, and ticketing tools.
- Comfortable and effective working in a remote / work-from-home setting.
Key Responsibilities
- Take complete ownership and accountability for all customer service operations across all companies under the iTechnology Australia Group.
- Own and manage all key service metrics including Customer Satisfaction Score (CSAT), Response Time, Resolution Time, Churn Rate, and NPS for the entire group.
- Serve as the final escalation point for critical customer issues and handle complex complaints, application issues, and account-related inquiries with empathy and professionalism.
- Act as the primary owner for customer support workloads across Live Chat, Email, and Helpdesk ticketing channels.
- Monitor customer reviews and provide timely responses to feedback across platforms.
- Ensure all support tickets are resolved within established SLAs.
- Build, mentor, train, and conduct quality audits for customer support executives and agents.
- Formulate and implement proactive strategies to decrease customer churn, improve user retention, and elevate the overall customer experience.
- Maintain, manage, and continuously update the institutional Help Center and Knowledge Base.
- Liaise with the technical and product teams to report bugs and suggest feature enhancements based on customer feedback.
Required Skills
- Excellent written and verbal English communication skills.
- Advanced MS Excel skills coupled with strong analytical problem-solving capability.
- Strong interest in technology, process automation, and operational improvement.
- Exceptional attention to detail with the ability to manage multiple priorities under strict deadlines.
- Empathetic, patient, self-motivated, and highly organized approach to work.
- Home office setup requirements: Personal laptop, reliable high-speed internet connection, and a quiet, dedicated workspace free from distractions.
Salary & Benefits
- Premium compensation packages in line with executive experience.
- Annual performance rewards and holiday bonuses.
- Direct opportunities for international business travel to Australia.
- Fast-tracked career progression opportunities within an expanding international company.
- Inclusive, warm, and collaborative workplace 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
- Clearly state “Customer Success Manager” in the subject line of your email application.
- Candidates must possess their own laptop and dependable high-speed internet access to fulfill work-from-home requirements.
- Ability to work rotational shifts with mandatory overlap during Australian business hours is required.
- Applications must be submitted within 10 days of this advertisement.
- Only shortlisted candidates will be contacted for interview rounds.
