Client Support Service Desk Team Lead

2 weeks ago


Melbourne, Australia Kaluza Full time

**Job Title: Client Support Service Desk Team Lead**
**Location: (including hybrid): Melbourne, Australia**
**Part time available?: No**
**Salary: $90,000 - $120,000**

Kaluza wants to power a world where net-zero is within everyone's reach, by building the platform that will accelerate a sustainable, affordable and resilient energy transition. It's a huge challenge, but often the toughest problems are the most rewarding to solve.

Since launching in 2019, Kaluza's technology has been empowering some of the biggest energy suppliers to better serve millions of customers.

From revolutionising billing to smart electric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies.

**Where in the world of Kaluza will I be working?**

You'll be joining Kaluza's Client Success community, a team of client-focussed delivery and support professionals. Working closely with Kaluza's Product and Technology communities, we're dedicated to making sure our clients get the most value from Kaluza's products and services.

You'll be working on the Kaluza's Energy Retail platform. This is a SaaS technology platform that aims to revolutionise the operating platforms for energy retailers globally. This platform has been built with scale and technical quality in mind and is the foundation for decarbonisation efforts by Kaluza's customers.

**What will I be doing?**

You will be responsible for people management and day-to-day operation of the Kaluza Service Desk Team in Australia, which will offer Service Desk triage of Agent and Customer issues for our Australian clients.

This team is the interface through which all clients receive operational support from Kaluza. Therefore strong relationship management and effective client-facing communication is critical to maintaining the trust of our customers.

You will play an integral part in standing up an enduring Kaluza presence in the region and supporting our clients. Kaluza is predominantly based in the UK. Due to the time difference between Melbourne and the UK, you will need to manage client expectations and interactions with UK teams across time zones, with support from your UK counterparts.

This is a hands-on team lead role. You will take the lead in maturing our support function in Australia, building the support team, in addition to handling support work. You'll need to demonstrate a strong desire and ability to quickly grasp and work with new and existing technologies.

Key responsibilities:

- Lead & manage the Kaluza Service Desk team in Kaluza's rollout in the region
- Measuring and reporting on key SLA's for Australian client issues and problems, escalating these within the platform when required.
- Manage stakeholders across Kaluza and our clients, setting clear expectations and providing timely updates.
- Create effective daily handovers for the team back in the UK.
- Coordinate daily focus and balance across the team based on incoming demand, as well as managing weekly and longer term tactical focus.
- Coach and mentor the team on technical issue/Incident resolution
- Create the conditions for the team to work smart and autonomously, identifying and implementing tooling and process improvements to support in-team efficiency & automation of recurring solutions.
- Work closely with the wider Client Support team on strategic growth and process improvements for our Australian client's Service desk function.
- Work with Kaluza teams & Retail Clients to identify problem tooling and process improvements, specifically for the Australian energy industry.

Other responsibilities:

- Use multiple information sources (such as BigQuery, Jira & API tools), to identify trends that represent underlying customers and operational impacting issues
- Manage and improve our tech estate
- Manage incoming escalations and ensure these tickets are either resolved or escalated to the team responsible.
- Effectively manage workarounds for features we can't deploy straight away
- Provide excellent communication to system end users, ensuring workarounds are communicated and fixes are applied by teams responsible
- Take the lead on investigations, completing impact assessments and working with our client success manager and Product and Engineering teams to prioritise issues for fix/improvement and influence Product team backlogs
- Improve the quality of incoming tickets by working closely with our clients teams to transfer knowledge.
- Serving on 24/7 call for one week at a time on a rota system.

Kaluza is currently in an exciting growth phase, undergoing the next phase of our international expansion.. This will further reinforce our capabilities as a globally distributed energy platform and means that you would be one of the first Kaluza employees on the ground in Australia

**Is this the job for me?**

Ideally



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