Customer Experience and Support Manager
2 weeks ago
About the role:
Enable the Government segment to achieve its objectives by providing exceptional customer service leadership to our valued government clients.
Your mission is to champion customer centricity throughout the organisation and deliver outstanding support, exceeding customer satisfaction goals and service level agreements.
Your expertise in SaaS, strong leadership, and passion for data will enable you to lead, coach, and motivate the customer support teams improvement, fostering an environment of excellence and continuousAbout us:
ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer.
We re-imagine, design, develop and deliver technology to solve our customer's diverse problems - supporting multiple businesses across a variety of markets to be ready for anything.
We're an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers.
So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can't be found in any other company.
It's an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star - the communities we serve, and society at large.
You will get to:
- Manage the daytoday operations of the customer support teams, ensuring prompt and efficient responses to government client enquiries and issues.
- Recruit, mentor, and develop customer support agents, fostering an environment where they can excel through encouragement and empowerment.
- Drive team productivity and performance through goal setting, KPIs, and coaching, aligning with broader business objectives.
- Lead and participate in business projects to enhance the customer experience and optimise support processes for better client outcomes.
- Be the primary point of contact for escalated client issues, taking ownership and following through to resolution, ensuring client satisfaction and loyalty.
- Proactively recognise, capture, and address customer complaints, leveraging insights to drive continuous improvement in service delivery.
- Develop and implement effective customer support procedures, policies, and standards, fostering a customercentric culture within the team and the organisation.
- Set customer satisfaction goals and collaborate with the team to consistently meet or exceed targets, continuously seeking feedback for improvement.
- Maintain accurate CRM records, documenting all relevant customer interactions and support activities.
- Analyse Support Statistics, Quality Assurance, and Voice of Customer (CSAT/NPS) results, preparing detailed reports and sharing insights to inform strategic decisions.
- Collaborate with crossfunctional teams to ensure a coordinated approach to customer management, fostering seamless service delivery.
- Stay up to date with industry and legislative changes affecting the business, relaying this knowledge to the team.
- Create effective customer support procedures, policies, and standards, bringing rigor and structure to the function
More about you:
- Indepth knowledge of customer support best practices, procedures, and industry standards.
- Understanding of ERP and related software support requirements.
- Familiarity with industry standards, compliance requirements, and regulations relevant to the Government sector
- You have strong leadership and decisionmaking skills in complex and ambiguous environments
- Ability to role model a flexible and resilient mindset to navigate through transitions and unforeseen challenges while maintaining composure and focusing on constructive resolutions.
- Excellent communication skills, both written and verbal, to effectively engage and collaborate with stakeholders.
- Ability to leverage strong interpersonal skills to establish trust, credibility, and collaboration. Effectively manages expectations, resolves conflicts, and maintains positive and productive working relationships.
- Ability to have robust customer conversations, empathetically understanding their needs and finding effective solutions.
- Passion for data, leveraging insights to inform decisionmaking and drive continuous improvement in customer support.
Why you should become a Ready
Techer**:
- A day off for your birthday
- Additional 4 days of leave each year
- ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
- Hybrid work, with inhouse baristas in Australia via the Ready Beans team
- Access to Sonder
- Paid parental leave
- Additional paid leave for miscarriage, endo
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