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Customer Support Operations Lead

1 month ago

Melbourne, Victoria, Australia Xplor Education Full time

Company Overview

Xplor Education is a global platform that combines SaaS with embedded payments, offering software solutions in fast-growing 'everyday life' verticals such as education, fitness & wellbeing, field services, and personal services. Our cloud-based payments processing platform serves over 106,000 customers who processed over $37 billion in payments across 20 markets in 2023.

About the Opportunity

We are seeking a highly experienced Customer Support Operations Lead to join our Global Operations Team in Melbourne. As a key member of our team, you will drive engagement, excellence, and focus on building relationships with our customers and colleagues while meeting and exceeding service level agreements for the resolution of support tickets.

Key Responsibilities

  • Manage a small offshore and regional team of customer support advisors in the delivery of software customer service.
  • Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritize support ticket resolution.
  • Partner with leadership and commercial teams to identify and plan essential work in the context of software support.
  • Ensure the team adheres to regional policies within software support for Xplor products.
  • Contribute to frameworks and internal resources to support the resolution of technical issues within your team.
  • Periodically review software support logs; track performance and identify trends, anomalies, and opportunities for improvement.
  • Proactively engage and upskill yourself in new iterations of the software along with your team.