Head of Services & Support (Govtech Enterprise SaaS in Local Government)

Head of Services & SupportLocation: Australia (work remotely or drop into our Sydney office whenever you like)

Type: Full-Time

Salary:Total package: $169,200 p.a. ($150k base + 12% super + $1.2k phone/internet + equity opportunity)

About Payble

Payble is the world’s first payment experience platform for local government. With over 150,000 users across nearly 50 councils in Australia and New Zealand, we're already making a measurable difference to communities and councils alike.

At Payble, we’re solving real-world problems with purpose: helping local governments improve cash flow, reduce costs, and provide better experiences for their communities. Our customers love what we do - and so do the residents they serve, with a 4.8/5 average user rating.

We’re scaling rapidly. We doubled our customer base in 2024 and are on track to more than double again this year. With strong momentum in Australia and New Zealand, the UK is firmly in our sights for 2026.

But what truly sets us apart is our people. We’re a tight-knit, high-performing team that values trust, respect, and clear communication. We believe in working hard on things that matter, supporting each other, and creating an environment where talented people can do their best work.

The Role

We’re hiring a Head of Services & Support to lead our growing Projects, Implementations and Support function. This team is responsible for delivering smooth implementations, providing high-quality technical support, and ensuring excellent onboarding and training experiences for our customers.

The role is critical to ensuring our customers are set up for success from day one. You’ll oversee project delivery, manage incoming requests, handle escalations, and make sure support is running like clockwork.

The function currently consists of 4 talented professionals and is expected to grow to up to 7 or 8 by year-end. You’ll have two experienced senior team members as direct reports (a Senior Technical Project Manager, and a Senior Technical Consultant), who each currently manage their own 1-2 direct reports.

This is a leadership role that requires excellent cross-functional collaboration – especially with Account Management, Product and Technology – and a strong customer mindset. You’ll also act as the senior escalation point for critical support or delivery issues, helping us maintain our high standards as we scale.

You’ll love this role if you:

•  Have experience leading implementation and support teams in a SaaS environment

•  Enjoy mentoring others and scaling teams and systems

•  Take pride in smooth, on-time, high-quality delivery

•  Are confident managing enterprise customers and complex technical projects, particularly with experience in local government

•  Like solving problems and improving how things work

•  Want to grow with a fast-moving, mission-driven startup

Key Responsibilities

•  Lead the Services & Support team to deliver smooth, on-time customer implementations

•  Build and manage a high-performing team with strong internal systems and clear ownership

•  Serve as senior escalation point for critical customer or technical issues

•  Oversee onboarding, training and ongoing support practices across the customer journey

•  Collaborate with Product, Engineering, and Account Management to improve service delivery and customer outcomes

•  Continuously improve tools, processes and systems to scale team effectiveness

•  Contribute to roadmap and strategy discussions to advocate for customer experience

•  Plan and forecast hiring, resourcing, and capacity

•  Maintain a high level of service quality across internal and external requests

•  Represent the Services & Support function in executive team discussions

What We’re Looking For

•  5+ years experience in delivery, support or implementation leadership

•  Demonstrated success leading technical project or support teams in enterprise software (preferably in local government)

•  Strong understanding of implementation lifecycles, technical support and customer onboarding

•  Excellent communication, stakeholder management and collaboration skills

•  Experience improving internal processes and support systems

•  Ability to balance strategic leadership with day-to-day execution

•  Comfortable working in a startup/scale-up environment

Bonus Points For

•  Experience working with local government or enterprise B2B customers

•  Familiarity with software implementation in highly regulated environments

•  Working knowledge of SQL, Jira, and other delivery tools

•  Exposure to data analysis and customer usage monitoring

More About Us

We’re a remote-first team of 18, based across Sydney, Melbourne, and Tasmania. We value hard work, honesty, and direct communication—and we genuinely enjoy working together.

At Payble, you’ll be joining a respectful, inclusive, and mission-driven culture. Everyone here plays a key role in shaping the company, and we’re proud of what we’ve built so far.

We provide:

•  A phone and internet allowance ($1,200 p.a.)

•  Equity opportunities

•  A collaborative and optimistic work environment

•  A clear sense of purpose—we’re helping real people in local communities, and that matters to us

Things You’ll Like About Working Here

•  High trust, low ego - you’ll have the autonomy to do your best work, backed by a team that trusts each other and leaves egos at the door. We’re outcome-focused, not politics-focused.

•  Work that matters - you’ll be solving real problems for real people in communities across Australia, New Zealand and soon the UK. Our customers love what we do, and that makes the work feel meaningful.

•  A team you’ll actually like - we’re a small, high-performing team that values honesty, clarity, and humour. You’ll work with smart, kind people who take their work seriously and enjoy working alongside each other

•  Room to grow - we’re scaling fast, and there’s plenty of opportunity to shape how we work, lead new initiatives, and take on more responsibility as we grow.

•  Flexibility - work from wherever you work best. We’re remote-first, with the option to use our Sydney office when you feel like it. We care more about output than hours.

A Few Other Notes

•  You must be based on the east-coast of Australia with full and unrestricted work rights (we’re unable to sponsor visas)

•  Recruiters: sorry, we don’t need your help on this one

Interested?

We keep our hiring process transparent and respectful of your time:

•  Apply - Fill out the short application form on the link here (NOTE you will be asked to submit a 3-5 minute video as part of your application): https://forms.gle/zcHZQ5Unn796oB4E6

•  Chat – We’ll review all applications and shortlist candidates for a 20-minute introductory chat

•  Interview – A deeper discussion with more thought-based challenges. We may have one or two interviews depending on how we go together, but we will be respectful of your time

•  Meet the team – Meet a few more folks to ensure a mutual fit, including our Founder Elliott Donazzan

•  Offer – Receive your letter of offer formally from Elliott