Support Team Manager

About Serato Founded in New Zealand and respected globally, Serato has been at the bleeding edge of music technology since the 90s. We don't just build software; we build the tools that define and redefine how music is created and performed by DJs and producers around the globe. We are a values‑driven company where the brand and our products are as much a passion as they are a profession. What’s in it for you? Leadership Autonomy: The chance to manage and develop a function with your own leadership fingerprint. Culture: An environment built on trust, flexibility, and genuine personal growth. Benefits: Competitive salary, health insurance, and 2 annual wellness days. The Perks: Hybrid working and access to our full suite of software licenses. The Role As Support Team Manager, you'll drive the strategy and manage the team responsible for the direct interaction with our customers. Leading a cross‑functional team of 15 across NZ and the USA, you'll ensure our technical support is fast, accurate, and empathetic. This isn't just about maintaining the status quo; it's an opportunity for a leader with vision to refine how we scale our support as the business grows. Key Responsibilities Leadership & Coaching: Developing and motivating a team of Agents and Team Leaders to deliver on company goals, and creating clear pathways for their growth. Support Evolution: Identifying bottlenecks and opportunities, and implementing scalable, streamlined workflows to improve user and company outcomes. The Feedback Loop: Translating and communicating support data and knowledge into actionable insights for our Product and Engineering teams. Staying Connected: Keeping your finger on the pulse by occasionally jumping into the queue alongside the team. About You You are a "coaching‑first" leader with a proven track record in SaaS or Technical Support environments. You know how to manage the complexities of a team and have the technical literacy to translate user pain points into actionable feedback. The ideal candidate is part of the culture. Whether you're a DJ, a producer, or just deeply immersed in the music scene, you understand the urgency and passion of the artists who rely on Serato to perform and create. You’ll bring Proven experience leading and scaling technical support or customer success teams. A strategic mindset focused on process improvement and data‑driven decisions. A genuine connection to DJing, music production, or the wider music industry. The ability to manage a 24/7 global support mindset across different time zones. If this sounds like your next challenge, click APPLY NOW. For a confidential discussion, reach out to Lilly Dempsey at 022 060 6325. #J-18808-Ljbffr