{"id":3130523,"url":"https://alion.io/job/podium-manager-support-operations","title":"Manager, Support & Operations","company":{"id":2697,"name":"Podium","domain":"podium.com","url":"https://alion.io/company/podium","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":74,"open_postings":63,"ghost_share":0.429,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":59,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":83000,"max_usd":153000,"period":"year","method":"role_seniority_country_cell","sample_n":10},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false},{"name":"OpenAI","optional":false}],"status":"live","first_seen_at":"2026-10-23T03:06:25Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T14:30:04Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.\nIn under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.\nPodium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.\nOur growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.\nJob title\nManager, Support & Operations\nOwn how support work flows across Melbourne, the Philippines and Pakistan. Lead offshore teams at one of the fastest-growing AI companies in local business.\nAbout PodIum\nPodium brings AI Employees to local businesses, turning every conversation into revenue. We’re trusted by 60,000+ businesses across Auto, Home Services and Aesthetics, capturing and converting leads 24/7. In under 24 months we crossed $100M in AI Agent ARR, growing 300% year-over-year, and we’ve deployed 10,000 AI employees. We’ve been named Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and ranked the #1 AI Agent for Business Operations by G2. We hire exceptional people, hold them to high standards, and give them room to grow. If you’re hungry to learn and ready to get to work, you won’t find a better place to accelerate your career.\nAbout the role\nAs Manager, Support & Operations, you’ll own how support work flows across our local and offshore teams, and directly lead our Product Support Specialists in the Philippines and Pakistan from your base in Melbourne. Your teams answer how-to questions and troubleshoot customer inquiries so businesses can stay focused on growing.\nThis is a senior, hands-on role that combines people leadership with operational ownership. You’ll be accountable for how every ticket moves through support, from triage and prioritisation through each tier, escalation and resolution, with clear owners and follow-through at every stage. You’ll also make sure CX, customers and Engineering stay aligned on escalated issues until the resolution is confirmed and communicated back.\nYou’ll work in close partnership with the TPS Manager (who retains TPS people leadership and technical delivery), and you’ll get results through influence as much as authority, working with Product, Engineering and the wider Support organisation.\nWhat you’ll be doing\nOwn how tickets move from triage through each support tier, technical escalation and resolution\nDefine ownership, handover expectations and follow-through across local and offshore teams, and hold teams to them\nAct as the escalation point for complex or high-priority cases\nMonitor workflow health (ageing tickets, handover quality, escalation follow-through) and act early on bottlenecks\nMake sure every escalated issue has a named owner, a scheduled next update and a confirmed outcome\nCommunicate confirmed resolutions back to customers and the teams involved\nHold Product and Engineering to agreed SLAs on escalated issues\nAct as the Voice of the Customer, bringing organised insights to Product\nEstablish shared support processes with the TPS Manager\nAgree and regularly review boundaries and handoffs between Support and TPS\nLead, coach and develop Product Support Specialists in the Philippines and Pakistan\nOwn team performance against CSAT, first response and resolution times, quality scores and SLA adherence\nRun 1:1s, team meetings and performance conversations, and support career growth\nManage coverage, rosters and handovers across time zones\nRecruit, onboard and train new team members with local leadership and HR\nKeep internal documentation current and well used\nTrain the team and broader customer-facing teams on products and new features\nUse data to spot trends, forecast capacity and report to senior leadership\nWhat you’ll bring\n5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team\nA track record of building support operations, including triage, tiering, escalation and handover processes others actually follow\nProven ability to drive accountability through influence with peers and partner teams who don’t report to you\nExperience managing distributed or offshore teams across countries and time zones, with cultural awareness and the ability to build trust remotely\nStrong coaching skills and a history of building motivated, high-performing teams\nStrong troubleshooting skills and the ability to vet product issues with Product and Engineering\nExperience running closed-loop escalation communication\nA customer-first mindset and clear communication across email, SMS, phone and video\nA data-driven approach to support metrics and reporting\nFlexibility to work across time zones as needed\nExperience with Zendesk, Salesforce or Intercom is highly regarded\nWhat success looks like\nAgeing tickets are visible, owned and moving, with nothing stalled between tiers or teams\nHandovers are complete, timely and need no rework\nEvery escalation is followed through to a confirmed outcome\nOffshore CSAT, response and resolution times, quality and SLA targets are met\nEngagement and retention are strong in both the Philippines and Pakistan\nBenefits\nOpen and transparent culture\n$650/month health and wellbeing allowance, spend it your way\n4 weeks’ annual leave\nMelbourne CBD office on the corner of Queen & Collins St, with end-of-trip facilities and bike storage\nSnacks and drinks always stocked\nCatered lunch in the last week of every month\nReady to lead? Apply now and tell us about a time you built a support process that stuck.","description_format":"text","description_chars":6306,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Marketing Automation","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-10-23T03:31:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":59,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/podium-manager-support-operations","json_url":"https://alion.io/job/podium-manager-support-operations.json","meta":{"generated_at":"2026-10-24T18:00:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26220,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2697},"rest":"https://alion.io/mcp/rest/get_company?id=2697"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpodium-manager-support-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpodium-manager-support-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpodium-manager-support-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/podium-manager-support-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpodium-manager-support-operations"}]}