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Customer Support Team Lead
2 months ago
We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Xplor Education. As a key member of our support team, you will play a critical role in ensuring that our customers receive exceptional support and service.
Key Responsibilities- Team Leadership: Lead and manage a team of Customer Support Coordinators, providing guidance and support to ensure they are equipped to handle customer inquiries and issues.
- Ticket Management: Manage and monitor our ticketing system, identifying and implementing improvements in our processes to ensure efficient and effective issue resolution.
- Workload Management: Roster and manage the workload of the team, ensuring that customer inquiries are handled in a timely and efficient manner.
- Knowledge Management: Maintain a broad and deep knowledge of all company products, services, and promotions, and ensure that this knowledge is built up within the Customer Support Coordinators.
- Process Improvement: Support the implementation of systems-improvement initiatives and the introduction and roll-out of new technologies.
- Continuous Improvement: Foster a mindset of continuous improvement within the team, encouraging a culture of innovation and excellence.
- Proven Experience: Proven previous experience in a contact centre environment, ideally as a Team Lead or Manager.
- Success History: A history of success in driving individual and team performance towards defined objectives.
- SAAS Experience: Experience in a SAAS, or similar, business environment, preferable in a customer-facing role.
- Australian Citizenship: Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia.
- Working With Children Check: Must hold, or be able to obtain, a current Working With Children Check.
- Customer Service Skills: Excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers' queries.
- Time Management: Ability to multitask, prioritise, and manage time effectively.
- Personal Growth: Show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills.
- Hybrid Working Model: A hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.
- Perks and Benefits: A range of perks and benefits, including 12 weeks Gender Neutral Paid Parental Leave, #GiveBackDays, unlimited access to LinkedIn Learning, and more.
