Service Delivery and Team Management Professional

2 weeks ago

Melbourne, Victoria, Australia beBeeServicedelivery Full time $84,000 - $124,000
Job Title: Customer Service Lead

The ideal candidate will possess a proven track record in leading customer-facing teams, with a strong focus on delivering exceptional service and ensuring seamless operational processes.

In this role, you will be responsible for overseeing the APAC support team based in Melbourne, driving performance quality, and adhering to SLAs and KPIs.

You will identify and remove operational blockers, manage cross-functional dependencies, lead recruitment and onboarding efforts, and coordinate with global support leads to align on strategy and process improvements.

This is a pivotal position in ensuring high-quality service delivery to customers and partners across APAC, while contributing to the global support strategy.

Key Responsibilities:
  • Team Leadership: Act as line manager for the APAC Support team based in Melbourne.
  • Performance Management: Drive team performance quality and adherence to SLAs and KPIs.
  • Operational Efficiency: Identify and remove operational blockers and manage cross-functional dependencies.
  • Talent Acquisition: Lead recruitment onboarding and retention efforts for the APAC support team.
  • Strategic Alignment: Coordinate with global support leads to align on strategy and process improvements.
  • Crisis Management: Serve as Major Incident Manager during APAC business hours.
  • Representation: Represent the APAC Support team in internal and external stakeholder engagements.
Requirements:
  • Leadership Experience: Proven experience in leading technical or customer support teams.
  • Support Operations: Strong understanding of support operations metrics and escalation handling.
  • Communication Skills: Excellent communication and leadership skills.
  • Collaboration: Ability to work cross-functionally in a global fast-paced environment.
  • SaaS Familiarity: Familiarity with enterprise SaaS products is a plus.
About Us:

We are a leading provider of cutting-edge retail optimization software.

We offer our customers radically improved demand forecasting and supply chain optimization, which can be leveraged into exponential benefits optimizing store space allocation workforce pricing promotion strategies all within our unified platform.

We are trusted by leading brands and have offices across North America Europe and the Asia Pacific region.

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