Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Why you will love this opportunity as a Support Team Leader at Civica
This role provides the opportunity to shape the performance and development of a high‑impact support team that works closely with local government customers across Australia. You will lead a group of Support Analysts, guiding consistent, high‑quality service delivery and embedding a strong customer‑first mindset across the team.
You will play a key role in strengthening Civica’s support operations by removing friction points, improving processes, and working collaboratively with Product, Engineering and Customer Success to resolve issues at scale. The position offers meaningful scope to influence service outcomes, lift team capability, and contribute to high‑quality customer experiences across Civica’s Local Government products.
What you will need to be successful in this role
- Experience in technical or customer support roles, with a background in managing, leading, or mentoring support teams in a SaaS or enterprise software environment.
- Strong understanding of service management principles and frameworks, ideally ITIL‑aligned.
- Ability to use data, customer insights, and case trends to guide decisions and drive continuous service improvement.
- Well‑developed coaching skills—able to build team capability, lift performance, and foster accountability.
- Confidence managing escalations and supporting analysts through complex technical issues.
- Strong communication and stakeholder management skills, with the ability to work effectively across Product, Engineering, Customer Success and other internal teams.
- Experience supporting cloud, on‑premise, or hybrid environments.
- Familiarity with platforms such as Salesforce Service Cloud, Zendesk, Jira, or similar service/ticketing tools.
Why you’ll love working with us.
We know that when our people are happy, they will work better and have greater work satisfaction. Here’s what you can expect:
We’re all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans- there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to “give back” with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job- Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.
