Customer Support Team Leader

6 months ago

Sydney, Australia Tyro Full time

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the role**

Customer Support Team Leaders are responsible for leading a team of Customer Support Specialists across our Eftpos, eCommerce, Banking, ISO relationships and Health product suite.

The Customer Support Team Leader is also responsible for enabling and empowering the Customer Support Specialists to deliver a differentiated and best in class customer experience through coaching, mentoring and capability uplift to drive business outcomes. This will include call monitoring, agent coaching, soft skills development / training, facilitation, report analysis/building and will utilise your coaching, analytical skill sets to root cause and bridge and capability gaps effectively and efficiently with agents and processes alike.
- The Customer Support team is responsible for delivering an exceptional “best in class” customer experience to guide and support our customers to grow their businesses, educate them about the Tyro product suite and work closely with the New Business Sales teams to seamlessly on-board new customers.
- The Customer Support Team Leader will work closely with a range of internal and external stake holders to improve the way we do business, through our high performing culture, digital innovation, or process improvement.

**What you'll do**:

- Review all performance metrics, reports, and calls to uncover knowledge and soft skill gaps.
- Regular agent coaching to uplift the performance and capability of the team (core focus of the role).
- Facilitate team meetings / training sessions to address key areas of focus at an individual or team level.
- Provide a point of contact for and take accountability of client escalations to support our clients.
- Consistent review of broader team metrics against set targets and put plans in place to address any gaps identified.
- Work closely with the Customer Support Manager on tasks required to build a cross functional SAS team.
- Ensure team performance metrics are met or exceeded.
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

**What you'll bring**:

- Demonstrated people leadership ability
- Excellent time management and organisational skills
- Tele-sales or Tele-marketing, Call-Centre experience (inbound or outbound) preferably in payments, Banking/Finance, Retail or Hospitality
- Problem solving & customer needs analysis
- Excellent Verbal and written Communication skills
- Excellent troubleshooting skills in both technical and service fields

**Perks & Benefits**
- We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more

**Our Story**
- Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider - Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With **10 industry firsts** to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

**Values**

**Wow the Customer**:

- We love our customers and we want them to love us too.

**Be Good**:

- We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.

**Commit to Greatness** - We think big, move fast and dare to be different. We're always asking "what's next?"

**Stay Hungry** - We ooze passion and determination and we play as

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