Customer Support Lead

7 months ago


Melbourne, Australia Kaliba Full time

**Location**: Melbourne - Victoria

**WorkType**: Full Time

**Salary**: $90,000.00 - $110,000.00 Annual

**The Company**

ANZ-founded SaaS scale-up has engraved itself within the Payments industry. This vendor boasts a mouth-watering product suite that simplifies business operations from front to back of house. With a focus on offering an all-in-one solution, they are on a mission to aggressively grow their ANZ operations.

Due to growth, the team is looking to bring on board a new Technical Support, Team Lead within their Australian team. This person needs to be either Melbourne and have experience leading a small support team and experience working in the payments industry (would be great)

Due to the nature of this role, you will be required to work onsite.

**Responsibilities**
- Lead and grow a customer support team to ensure effective support operations and team performance.
- Resolve payments and terminal support issues by providing hands-on assistance to merchants and customers.
- Deliver exceptional customer service by promptly addressing inquiries, complaints, and escalations with a positive and empathetic approach.
- Conduct training and knowledge sharing initiatives to keep the team updated on product knowledge and industry trends.
- Analyze customer feedback and suggest improvements to enhance the FinTech vendor's products, services, and support processes.

**Experience**
- 2-3+ years leading a customer support/technical support team is **mandatory.**:

- Interest/Experience working with payments platforms/terminals/POS/FinTech solutions is desired.
- Excellent communication and customer service skills.
- Experience working with CRM and support ticketing tools.
- Ability to work in a fast-paced environment.
- Possess flexibility, adaptability, and strong organizational skills.
- They must have excellent problem-solving skills and the ability to think creatively.

**Benefits**
- $90 000- $110 000 base + Super + Benefits on offer


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