Manager, Product Support at Catapult Sports

Operations , Melbourne, Australia melbourne support product
Posted 20 days ago

Our mission is to improve the performance of athletes and teams, which we do by engineering the premier technology platform for sport. We've been at the forefront of sports technology and science since 2006 - we don't just work in the sporting industry, we are actively changing its future.  Our solutions are designed to help athletes and coaches “play smart” in a world where 1% can literally mean the difference between winning and losing.

We work with over 3,000 teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimise athletes’ health, game-day readiness, and performance, as well as in-game tactics.  Our solutions include wearable technology, video analytics, and athlete monitoring solutions, and we are passionate about helping sports organisations at all levels to better scout, recruit, teach, and win.

We are looking for a talented and inquisitive MANAGER, PRODUCT SUPPORT whose drive for learning and determination for continuous improvement aligns with our ambitious, fast-growing and transforming company. Reporting to the Vice President, Operations you will be responsible for delivering exceptional customer service for a technically sophisticated product set to our global customer base to maximise customer satisfaction, operational efficiency and be a significant contributor to maintaining high retention of our current and future customer base. You will operate with a customer obsession mindset to design and implement scalable solutions that improve operational efficiency and increase profitability through better processes, data-driven decision making, cross-functional collaboration and the maintenance and growth of an exceptional team. 


  • Lead and manage the product support department and Helpdesk in Melbourne, predominantly responsible for APAC customers.   
  • Oversee live system operation on matchday for the AFL, NRL and other league wide contracts to ensure service levels are met for partners
  • Troubleshoot and resolve complex tickets and escalations  from global customers. 
  • Work with the Engineering Manager to escalate tickets to the development team and achieve a quick resolution.
  • Detailed reporting and monitoring of productivity and service metrics to improve customer satisfaction and department efficiency. 
  • Identify product priorities from data and manage internal Product and Engineering stakeholders to implement solutions 
  • Design and implement ‘Customer centric’ process and system improvements across global support teams
  • Embed a customer obsessed culture within the department to deliver world class service levels
  • Zendesk administration and reporting
  • Coordinate content creation and self help strategy across APAC region
  • Training and development of Product Support staff. 
  • Minimum 5 years of management experience with a high performing Customer Service team. 
  • Degree in engineering, IT or business admin or equivalent.
  • Genuine passion for helping our customers and a desire to provide the best possible customer service, consistent with our reputation and values.
  • Customer obsessed with excellent knowledge of tools and strategies to deliver a world class customer experience. 
  • Excellent problem solving and troubleshooting of technical issues.
  • Flexibility with work hours and the ability to to attend calls with Global Operations leaders outside of standard business hours.
  • Experience of Zendesk ticketing software. Administration qualifications will be highly regarded. 
  • Interest in technology, software or consumer electronic products.
  • Experience in staff recruitment and appraisals


  • We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life.
  • We encourage our people to have constructive, open and honest communication in order to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers.
  • Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures, and build your global awareness and capability 
  • We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better. There is unlimited opportunity to grow, do more, and do better.

Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet! 

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalised groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance, our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do.