Head of Customer Support

1 week ago

Melbourne, Australia Woods & Co Recruitment Full time

WFH and remote working arrangements as well as flexible hours
- Work within a well-known and well-funded scale-up in an exciting growth phase
- Excellent career progression on offer reporting directly to the C-suite

**Woods & Co Recruitment **has partnered with one of Australia’s leading medical software scale-ups in search of a Customer Support guru. This company helps thousands of Australians, doctors and medical businesses daily through their platform solution. As well as helping to make outdated medical processes more efficient for doctors and patients, you will play a large role in the building processes and efficiencies in the support process that ensure customers for life.

**What’s in it for you?**
- Competitive salary
- WFH and remote working arrangements / flexible hours
- Join an exciting scale-up in the medical software space with solid funding and an excellent growth trajectory
- Career progression on offer as the company continues to expand
- Proven user base having helped over 1 million Australian's access medical help
- Have a say in improving the CS function and make it your own reporting directly to the C-suite

**What do you do?**
Your responsibilities will include but are not limited to the following...
- Develop and implement a Customer Support strategy to reduce ticket to transaction ratio
- Create and drive a culture a culture of innovation and proactively look at ways to deliver an on-brand customer experience via all channels
- Build a highly engaged and top performing team that deliver service above our minimum standards
- Increase Self-serve options through improvements to the chat bot experience
- Recommend bug fixes and product enhancement suggestions, based on customer insights gained through tags analysis and CSAT comments
- Build an internal knowledge base as a resource for Support
- Develop recruitment, onboarding, training and retention strategies to build and maintain a highly competent and engaged team
- Perform regular quality analysis of Support tickets and use it to coach team members
- Establish and maintain a Quality framework for Support to check and maintain quality and accuracy of information in every interaction

**What do you need?**
- Strong experience developing and managing customer support processes
- At least 3+ years in a Customer Support lead/ head of position within a high volume ticket business
- exposure to software systems and an understanding of customer technical customer journeys
- Experience recommending and implementing strategies towards improving the customer support function

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- **You will only be contacted if you are shortlisted

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