Customer Support Team Lead

2 weeks ago

Sydney, Australia Miro Full time

**About the Team**:
The Miro Support Team is a vital function of Miro. What's so special about us?

We act as the bridge between our product and our users. By helping them every day, we gain valuable insights and push new ideas to shape Miro's ever-changing product roadmap.

Our mission is to provide the highest quality of customer service with a sense of empathy and passion. We strive to exceed our customer's expectations by always thinking one step ahead when providing solutions. We guide and educate our users to grasp the value of the product and drive word of mouth.

We dream big, work hard, and play as a team to win the world. As a rapidly growing organization, there are opportunities for internal growth and career development. If you're passionate, ambitious and have a collaborative attitude, come join our Miro Support team

**What you'll do**:

- Manage a team of Customer Support Representatives in Miro's Sydney, Australia hub
- Help your team be successful and grow by conducting regular 1:1's, coaching and providing continuous feedback
- Be a part of Global Support Leadership team and contribute to the success of the whole Customer Support department
- Be a power user of Miro and acquire a thorough understanding of our product and internal systems
- Help your direct reports with their toughest cases and escalations
- Collaborate within and outside of your team to support broader business objectives
- Lead or participate in projects to improve our internal team or external business processes

**What you'll need**:

- Bachelor degree in tech, business, psych or sociology
- 5+ years in customer-facing roles in tech companies; SaaS is a huge plus
- 2+ years of people management experience (leading 5-10 individual contributors)
- Servant leadership style
- Strong problem solving skills
- An effective collaborator; supportive of other team members in their success
- Ability to work in a fast-paced environment, learn quickly and adapt to a changing product
- Ability to monitor the progress of your projects and anticipate roadblocks
- Cross-functional work experience e.g. with Sales, Success or Engineering teams
- Proficiency in Japanese language (C1 level or above) and experience with Zendesk would be a plus

**What's in it for you**:

- Competitive equity package
- Medical insurance program
- Group Salary Continuance and Group Life Cover
- Wellbeing Benefit and WFH Equipment Allowance
- Annual learning and development allowance to grow your skills and career
- Free lunches on in-hub days with fully stocked snacks and drinks

LI-DS1

**About Miro**:
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro's mission — _Empower teams to create the next big thing_ — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. _Diversity_ invites all talent with different demography, identities and styles _to step in_, and _inclusion_ invites them to step _closer together. _Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

**Miro's **Privacy Policy** contains details about our privacy practices and the handling and use of the personal data of job applicants.

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