Leadership Role

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $180,000 - $200,000
Job Title

Shippit is a shipping software company that connects logistics infrastructure and improves the delivery experience. Our platform is 100% Carbon Neutral, and we're making a positive impact on the planet.

We're a global company with an Australian foundation, and we're growing rapidly after our recent Series B2 funding round.

What We Do:

  • Deliver exceptional customer experiences through our Customer Support team.
  • Exceed customer expectations and build loyalty through trust and retention.
  • Impact business growth through customer satisfaction and retention.

Our Ideal Candidate:

We're looking for a People Leader to join our Customer Support team. You'll be managing a team of Customer Support Team Leads and overseeing all aspects of delivering an exceptional customer experience.

Responsibilities:

  • Model Shippit values and maintain morale, culture, and energy.
  • Recognize outstanding individual and team results.
  • Hire, develop, retain, motivate, and support up to 4 Technical Support Team Leads.
  • Position and support your team to succeed by focusing on fundamentals like speed, quality, tone, backlog management, throughput, and resolution.
  • Grow team capabilities through technical and soft skill training.
  • Use data to identify opportunities and drive improvements in SLA attainment, response times, customer satisfaction, and quality assurance.
  • Develop and improve processes and policies, and work collaboratively with other Managers to improve customer support operations.
  • Assume the role of Incident Manager when necessary, coordinating with cross-functional teams to resolve incidents and ensure effective communication with customers.
  • Take ownership of customer escalations and work with cross-functional teams to produce positive customer outcomes.

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