Customer Support Team Lead

6 months ago

Melbourne, Australia Education Perfect Full time

At Education Perfect, we’re a team of dedicated professionals passionate about empowering educators and inspiring students. We believe that education has the power to change the world and our mission is to innovate, create, and develop technology that helps make that change a reality. As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.

**About the role**:
Want to make things happen in a fast growing EdTech? Join us and work for a business that contributes to making access to education equitable for all. Education Perfect (EP) is searching for a Customer Support Team Lead who will manage a team that is supporting over 70k+ teachers and 1m+ students worldwide.

Our customers are at the heart of what drives us as a company. As the Customer Support Team Lead you will lead, develop and coach our Inbound Team as they support our customers. Our Inbound Team focuses on helping our users, directly providing valued support they require to maximise their experience using EP.

The Customer Support Team Lead is pivotal in EP's commitment to excellence by leading the Inbound Team's operations. You will drive a culture of exceptional customer service, ensuring alignment with performance goals and organisational values.

If you love solving problems, are proactive and passionate about providing exceptional customer support and people leadership - we’d love to hear from you

**This is a full time, permanent position based in Melbourne CBD (hybrid work).**

**About you**:

- Demonstrated people leadership experience
- Experience in a similar role within a call centre environment or customer support area of a SaaS company
- Demonstrated experience optimising processes, enhancing efficiency and implementing innovative solutions to improve overall customer satisfaction and team performance
- Excellent organisational and time management skills
- Strong attention to detail and accuracy
- Exceptional communication and interpersonal skills
- Ability to multitask and prioritise workload effectively
- Customer-centric approach with a passion for providing exceptional service
- Team-oriented and collaborative mindset
- Knowledge of the education industry or experience in supporting educational software platforms (desirable)

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we still want to hear from you.

**What we offer**:

- Hybrid working arrangements
- 3 bonus paid days off over the Christmas period
- Annual wellness benefit
- Ongoing professional development, including opportunities to develop your career in other areas of our business

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.

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