Customer Support Team Lead

4 weeks ago

Melbourne, 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 **Global Operations **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
- 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
- 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

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.
- Strong leadership experience in a customer-facing role where you have built and inspired a team of high-performing individuals
- Experience of working with and managing virtual teams in a matrix environment
- Experience in a SAAS, or similar, business environment, preferable in a customer-facing role
- Strong proficiency in SQL, Microsoft Excel and data management
- Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia
- You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
- Able to work within a global organisation and accommodate working hours to support this

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences - people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.
**Additional Information** Life at Xplor**

You’ll be part of a global network of talented colleagues who 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 our perks and benefits:

- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- #GiveBackDays/Commitment to social impact - 3 extra days off to volunteer and give back to your local community
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements

**Ready to apply?**

**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**

Please note that we do not exclusively rely on artificial intelligence (AI) when making hiring, promotion or any

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