Customer Support Team Lead

3 days ago

Adelaide, South Australia Plenti Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Team Lead to join our dynamic team at Plenti. As a key member of our customer support function, you will be responsible for leading and managing a team of customer support professionals to deliver exceptional customer experiences.

The ideal candidate will have a proven track record of leading high-performing teams, excellent communication and problem-solving skills, and a customer-centric mindset. You will be responsible for coaching and developing team members, overseeing queue management, and collaborating with other departments to improve customer experience.

Responsibilities
  • Lead and manage the customer support team to ensure consistent, smooth operations and high-quality service.
  • Onboard and develop new members of the team.
  • Provide coaching, feedback, and training of team members to ensure they are continually developing, including delivering Quality Assurance.
  • Oversee the management of queues to ensure our SLA are being met and allocate resources accordingly.
  • Be the escalation point for customers and handle complaints.
  • Collaborate and communicate with other departments to streamline processes and improve the customer experience.
  • Deliver weekly team meetings.
  • Complete reviews of customer feedback to inform process improvements and identify training needs.
Requirements
  • Experience in leading a Customer Support Team or similar previously.
  • Strong communication skills and analytical problem-solving skills with a customer-centric mindset.
  • The ability to coach and lead a team to get the best out of them.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Strong attention to detail and accuracy.
  • Ability to work autonomously.
About Plenti

Working at Plenti means joining a team that is high-performing, diverse, customer-focused, and collaborative. It's a place where everyone can 'make it happen' and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join us to help us reshape Australia's financial ecosystem for the good.

We offer a culture of innovation and entrepreneurship to take your career further. We provide flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls, and D&I initiatives and events to help you connect with your colleagues.

We are committed to a diverse and inclusive workforce. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.

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