Customer Support Team Lead

2 weeks ago

Melbourne, Victoria, Australia Xplor Full time

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees.

We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

About the opportunity

Join our Fitness & Wellbeing Team as a Customer Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers' experiences.

Reporting to the Senior Manager, Software Support, you'll help us drive engagement, excellence, and a focus on building relationships with our customers and colleagues, whilst meeting and exceeding service levels agreements for the resolution of support tickets. You'll also lead a team of Software Support professionals to meet the needs of our customers on software related enquiries.

Some of the other responsibilities include:

Manage a small offshore & regional team of customer support advisors in the delivery of software customer service Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution Partner with leadership and commercial teams to identify and plan essential work in the context of software support Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently Ensure that the team adheres to regional policies within software support for Xplor products Contribute to frameworks and internal resources to support the resolution of technical issues within your team Demonstrate and enforce best practices within the department on software support matters Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement Proactively engage and upskill yourself in new iterations of the software along with your team Find new ways to reduce the average ticket turnaround time and improve SLAs Optimise, standardise, and manage Support metrics across all channels (call centre, online chat, email) to ensure customer satisfaction, and report statistical performance levels

For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Required qualifications for this role:

Demonstrable experience in conflict resolution and customer service, with diplomatic approach and solutions mindset Ability to maintain personal resilience in pressurised or stressful situations Experience of working with and managing virtual teams in a matrix environment Able to work within a global organisation and accommodate working hours to support this Strong leadership experience in a customer-facing role where you have built and inspired a team of high-performing individuals Demonstrable experience in managing multiple technology resources Professional agility to succeed in complex and fast-changing business environments Strong proficiency in SQL, Microsoft Excel and data management Exceptional relationship-building and communication skills with a confident phone manner and active listening skills Experience in multitasking, prioritising, and managing time effectively for self and a team during peak periods Motivated learner who wants to pick up new skills and grasp new technologies willingly Coaching and mentoring skills to support the development and grow the Software Support Team

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

Values and Life at Xplor

Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

Make life simple Build for people Move with purpose Create lasting communities

If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed

Some of the perks of working with us:

Unparalleled opportunities to learn and accelerated career development A collaborative, team environment with people who truly love what they do 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer Unlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you grow Access to mental health support Fully flexible work arrangements

How to apply?

To start your application with us, please submit your CV and a cover letter and we'll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Eric Fallon - TA Partner.

More about us

We're the first global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing 'everyday life' verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform. Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

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