Customer Support Team Leader

2 weeks ago

Sydney, New South Wales, Australia Tyro Full time
**Why work for us
We're not just like every other bank.

Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.


  • Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our over 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

About Tyro Health
The Tyro Health business unit was formed after acquiring Medipass, an Australian based health fintech, based in Melbourne.

Medipass was originally established on the belief that a better health system demands better ways to connect and pay, and we carry that ethos through now as Tyro Health.


  • Our team is focused solely on healthcare related payment and claiming solutions, which connect patients, practitioners and payers in ways that drive system efficiency and better experiences of care. For healthcare providers and partners, we offer a range of digital claiming options, including government funders, private health insurers and direct patient payments.
**The focus of the Customer Support Team Leader is primarily on the following: Deliver an exceptional customer experience (best in industry) through the coaching, development and mentoring of a team of Customer Support Specialists. This will include call and chat monitoring, the adherence to our Tyro customer practices and maintaining a best-in-class quality score. This will represent approximately 80% of the role. Responsibility for working with their peers across product, sales, onboarding and administration and account management to continuously improve the way we do business, through our high performing culture, digital innovation, or process improvement. The Team Leader will also be required to provide support for both call and chat queries as required to ensure that Tyro meets service level expectations.

**This role is available in the Sydney or Melbourne office.

You will be responsible for daily, weekly, and monthly operating rhythm with the team; includes but not limited to:

  • Daily team standup's**:
  • Weekly coaching
  • Monthly performance reviews
  • Quarterly development discussions
  • Call / chat monitoring (QA) and feedback

Key accountabilities and activities include:

  • Focus on evolving the team's capability to drive a 'best in industry' customer experience.
  • Deal with escalations and take accountability for mutually beneficial outcomes.
  • Work on developing the capabilities of the Customer Support team.
  • Work with and support the leaders across Tyro Health in any task required to build a high performing culture.

Desired qualifications:

  • Demonstrated people leadership abilities
  • Excellent time management and organisational skills
  • Telesales or Telemarketing, Call-Centre experience (inbound outbound), preferably in payments, Banking/Finance, Retail or Health
  • Understanding of payments equipment and POS
  • Problem solving & customer needs analysis
  • Excellent written and verbal communication skills
  • Excellent troubleshooting skills in both technical and service fields

Culture and Perks

  • We offer some amazing employee benefits such as learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, long service leave program, novated leasing, and a Short Term Incentive Program to name a few.
  • You will work autonomously, and will be trusted to make your own decisions and prioritise effectively. You will report to a manager, and support will always be there if you need it, but we

don't micro-manage.

  • This role is full time, but flexible to meet your needs. You'll be provided with a laptop and all the tools and support you need to succeed.

Who we are

  • Launching in 2003, Tyro has grown to become Australia's largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we're much more than an EFTPOS provider
  • Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

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