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 include:

• 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.

Ready to lead? If this sounds like your next challenge, click APPLY NOW. For a confidential discussion, reach out to Lilly Dempsey at 022 060 6325.

Following Salt New Zealand’s success at the 2022 RCSA Industry Awards ― where we won the ‘Excellence in Client Service’ and ‘Excellence in Candidate Care’ categories ― we’re proud to have been finalists in the 2023 RCSA Awards ‘Excellence in Client Service’ and ‘Excellence in Candidate Care’ categories. Thank you to our clients, candidates, and Salt team members.

We’re proud to have been finalists for 2023 RCSA Awards in the Excellence in Client Service and Excellence in Candidate Care categories, and finalist for a 2023 SEEK Annual Recruitment Award in the Large Recruitment Agency of the Year category. At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.