Customer Support Team Leader

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About Us

Rental Car Manager is part of the Jonas Software Group of Companies that acquires, manages, and builds industry-specific software companies globally. With over 100+ acquired companies and 2,500+ employees globally, we have long realized that our greatest asset is our employee base. Our mission is to empower car rental businesses worldwide with innovative, reliable, and easy-to-use software solutions that streamline operations and drive growth. We value integrity, dedication, and a customer-centric approach in everything we do.

Job Summary

This role is responsible for effectively managing the Customer Support Team and resolving all problems, for building team skills and capabilities, developing the team culture, and ensuring the team delivers on goals/KPIs.

Duties and Responsibilities

• Ensure that all team members acquire the appropriate support and training.
• Effectively supervise the team on a day-to-day basis in daily activities.
• Prepare team rosters/schedules, scheduling breaks and shifts as necessary.
• Act as the team coach. Mentor, motivate and encourage team members through positive communication and feedback.
• Undertake duties such as performance reviews, people management and recruitment.
• Ensure team members are effectively diagnosing and resolving system issues appropriately and ensure the resolution of complex customer cases where required.
• Proactively work with the team to increase the number of calls/tickets to be resolved on the first call.
• Maintain first class communication with the client, attending, following up and resolving customer complaints, questions, and issues, and adhering to specific service level agreements.
• Provision of training to customers over the phone and face to face.
• Liaise with integrators and support the rollout of updates and new/updated systems.
• Oversee and manage the reporting of bugs for continuous improvement.
• Seek ways to enhance our internal processes and procedures.
• Roll out programmes to build team capabilities, enhance customer satisfaction, enhance team processes.
• Actively contribute to and participate in professional development opportunities afforded by the company.
• Promote the values and behaviours of the business at all times.

Experience and Skills

• Understanding of the car rental industry (highly desired).
• Degree/Diploma/Certificate in Information Technology or Computer Science.
• Demonstrable experience as a manager or team lead.
• Highly experienced in technical support roles, within a software development.
• Strong ability to learn and support B2B SaaS applications.
• Strong computer and technical skills – (in software, hardware or networking).
• Ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met.
• Ability to show initiative and self-motivation.
• High attention to detail and strong analytical skills.
• Excellent communication skills, able to build strong relationships with customers.
• Demonstrable experience managing customer relationships.

Other skills and competencies

• Leadership and people management skills.
• Excellent communicator, able to build strong relationships.
• Excellent administrative, planning, and organisational skills.
• Ability to show initiative and self-motivation.
• Ability to adjust and respond professionally to changing priorities.
• Calm and confident nature.
• High level of customer focus.
• Persistent and resilient under pressure.
• Resourceful and keen to learn and share knowledge.

Our Culture and Perks

Our parent company, Jonas Software, is an operating group of Constellation Software, Inc. (CSI), a public company listed on the Toronto Stock Exchange (CSU.TO). CSI has revenues of over $3.5 billion USD and over 20,000 employees across the globe.

To help make your journey more enjoyable, we offer a range of benefits including:

• Employee Share Purchase Plan from our parent company Constellation Software Inc.
• Flexible leave offerings, including opportunities to purchase additional leave
• EAP Support, offering mental/physical wellbeing counselling

How to Apply

If this sounds like the role and environment for you, we'd love to hear from you To apply please submit your resume and cover letter with details of your experience and why you would like to join our team.

Job Insights

Salary match

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Customer Support Team Leader?
• How many years of people management experience do you have?
• What is your expected annual base salary?
• How much notice are you required to give your current employer?

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