Head of Support

Join the revolution in hospitality tech!

Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At Liven, our platform is built to help hospitality businesses save more and work smarter by seamlessly integrating every aspect of their operations — from ordering and payments to back-of-house management.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by AI-enriched insights and automated workflows, enabling smarter decision-making and smoother operations at scale.

We’re proud to be an AI-first organisation. By automating repetitive tasks, we free up space for our teams — and our customers — to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

Key Milestones:

• Expansion: Acquired OrderUp, Abacus, Zeemart, Copper and Nomnie forming Asia Pacific’s largest end-to-end group in hospitality technology.
• Global Reach: Headquartered across major cities including Melbourne, Brisbane, Sydney, Singapore, Bali, Jakarta, New York, and India.

If you're someone who thrives on creativity, bold thinking, and using technology to make things better, faster, and smarter — you’ll feel right at home here.

Here’s a quick glimpse of Liven: 

• You can visit Career 
• You can visit LinkedIn 
• You can Visit Blog
• Acquisition News

About the role

We’re looking for an experienced, strategic, and hospitality-minded Head of Support to lead and scale Liven’s global support function. In this role, you’ll design and build a high-performing, data-driven team that delivers fast, empathetic, and high-quality support across all markets—especially as we scale into new geographies and customer segments.

You’ll report directly to the VP of Operations and collaborate closely with our co-founders, product, and go-to-market leaders to ensure every Liven customer—from SMBs to enterprise groups—feels supported and valued at every interaction.

What you'll do

• Own and evolve Liven’s global support vision, aligned with company growth targets and customer experience goals.
• Design scalable support models tailored to different customer segments and market maturity levels (enterprise, mid-market, SMB).
• Set and manage performance standards including SLAs, KPIs, and service quality benchmarks.
• Bring a customer lens to cross-functional planning with Product, GTM, and Operations.
• Oversee day-to-day operations across live chat, phone, email, and in-app support channels—ensuring quality, responsiveness, and consistency.
• Drive adoption of best-in-class support tech stacks (e.g., Zendesk, Intercom, automation, and AI).
• Improve key metrics including CSAT, NPS, First Contact Resolution (FCR), and resolution times.
• Build self-service capabilities through knowledge bases and help centres to empower customers and improve efficiency.
• Hire, coach, and retain exceptional support leaders and agents, with a focus on SEA/APAC markets.
• Develop career frameworks and ongoing training programs to grow talent and maintain a hospitality-first culture.
• Foster a team culture that balances empathy, efficiency, and data-driven decision making.
• Build real-time dashboards and reporting systems to monitor performance, capacity, and customer sentiment.
• Use data to uncover trends, identify root causes, and prioritise process and product improvements.
• Champion the Voice of the Customer across the business, embedding feedback loops into product, operations, and CX strategy.
• Leverage automation and AI to enhance both customer and agent experiences.
• Work with Product and Engineering to surface and prioritise customer-impacting issues.
• Partner with Sales and Customer Success to support onboarding, retention, and upsell.
• Align with Marketing for proactive communications around product updates, service changes, or launches.
• Represent the Support function in senior leadership forums and executive reporting.

Qualifications

• 10–12+ years of functional leadership experience in high-growth SaaS or hospitality tech environments
• Proven success building and scaling customer support teams of 20–50+ across multiple regions
• Expertise in support tech stacks (e.g., Zendesk, Intercom, chatbots, automation)
• Experience leading in APAC/SEA markets, with an understanding of local nuances and service expectations
• Empathy-led leader with strong commercial acumen and operational rigour
• Passion for customer experience, hospitality, and helping teams do their best work

Good to Have

• Experience scaling support functions during periods of hypergrowth or international expansion
• Background in hospitality, retail tech, or adjacent industries with complex service environments
• Familiarity with support analytics platforms and customer journey mapping tools
• Exposure to AI and automation tools in support operations
• Experience with onboarding and training programs for enterprise clients
• A track record of working closely with Product and Engineering to improve customer experience
• Fluency in an APAC language (e.g. Mandarin, Thai, Vietnamese) is a plus