10th March, 2026
What’s the opportunity
This is more than a typical ‘reset my password’ helpdesk. As the Customer Service Manager (referred to internally as Support Desk Manager), you’ll serve as a key driver of supply chain excellence across the APAC region. Whilst you will help manage calls & emails you will also lead, coach, support and develop a high-performing team focused on delivering exceptional service to Subway® Franchisees and global stakeholders.
In this role, you’ll address a wide range of challenges, from brand reputation issues to complex supplier and distributor logistics. By turning CRM data into actionable insights and implementing best-practice processes, you’ll play a direct role in supporting IPC’s mission: helping Franchisees become more profitable and competitive both now and in the future.
What you’ll do
Lead a high-performing and busy Support Desk, ensuring all enquiries via phone, email, and CRM are managed efficiently from first contact through to resolution.
- Act as the senior escalation point for complex or high-risk cases, protecting brand reputation and delivering confident, timely outcomes.
- Build strong relationships with Franchisees, store teams, suppliers, and internal stakeholders to ensure exceptional service and collaboration.
- Drive effective use of CRM systems (e.g., Dynamics 365), turning customer data and reporting into actionable insights and continuous improvement initiatives.
- Champion best-practice processes that improve service quality, efficiency, and Franchisee satisfaction.
- Coach and develop the Support Desk team through clear objectives, regular 1:1s, mentoring, and performance support.
What you’ll bring to the role We’re looking for a confident leader who combines strong people skills with a data-driven mindset and thrives in a fast-paced, collaborative environment. In this role, you will bring:
Proven leadership experience, with the ability to manage, coach, and develop teams through change.
Strong stakeholder engagement & communication skills, building trusted relationships with franchisees, suppliers, and colleagues at all levels. Ability to influence.
High emotional intelligence, remaining calm, empathetic, and professional when managing a wide variety of internal and external stakeholders
Strong problem-solving ability, with an action-oriented and pragmatic approach.
Confidence working in a fast-paced environment, managing competing priorities and making effective decisions under pressure.
Strong computer literacy, including proficiency in Microsoft Office and experience with CRM/ERP systems (Dynamics 365 is an advantage).
The ability to analyse and present performance data, including team statistics and results to internal and external stakeholders.
Integrity, ownership, and accountability, consistently leading by example and aligning with IPCI’s culture and values.
Benefits of working for IPC International At IPC International, you’ll find a supportive, flexible, and social culture - they believe in a healthy work-life balance and offer a number of perks :
- Flexible work hours - requirement to work from the office 5 days per fortnight, with Wednesdays and Tuesdays encouraged to be anchor/team days
- Generous leave - receive an additional 5 days; 2 wellness days, half a Friday per quarter and an anniversary day off
- Development Opportunities - access to development after probation to upskill in a career or personal hobby
- Social Events - participate in and celebrate numerous company and team social events
- EAP
About IPC International IPC International are more than a supply chain partner - they are a trusted team with over 20 years of experience supporting Subway Franchisees and helping them to drive growth across complex markets. With a global network of suppliers and distributors and a full site of end-to-end services; they keep supply chains moving so their partners can thrive. This is down to their people, their execution and technology. Joining IPC means being part of a truly global organisation. www.ipcinternational.com
For candidates who progress through our screening process, we are obliged to ensure that all candidates have the necessary legal right to work in Australia. We will require you to provide evidence prior to an interview.
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