Customer Service Team Lead

1 month ago

Sydney, New South Wales, Australia Ofload Full time
About Ofload

Ofload is a fast-growing technology leader reshaping Australia's logistics landscape. Ranked #2 in The Australian Financial Review BOSS Best Places to Work List in the Transport and Construction category, we're a community of mission-driven professionals dedicated to eliminating waste in road freight.

Job Summary

We're seeking a Customer Service Team Lead to lead a small team responsible for providing hypercare to our high-risk customers. As a key member of our customer success team, you'll support and guide your team to help equip everyone with the tools to be successful.

Key Responsibilities
  • Create and maintain training documentation for both customers and staff
  • Conduct regular training sessions with your team, along with QA audits
  • Proficient in excel and reporting
  • Use data to guide your decisions and actions
  • Ensure service standards are met, such as SLA and CSAT - focusing on continuously improving our offering to customers
  • Monitor workload and make sure it's evenly distributed
  • Escalations - you'll be great at de-escalating a situation and committed to getting a fast resolution
  • Collaborate and engage with key stakeholders to achieve the best outcomes for the customer
Requirements
  • You're a strong and confident leader, who works for your team
  • Customer-obsessed - leading by the front, with a sense of urgency
  • You challenge the status quo and are solution-focused
  • Exceptional time management and organisational skills, able to prioritise and delegate tasks
  • Strong communicator, who is able to listen, adapt and communicate effectively
  • Driven and adaptable
About Working at Ofload

At Ofload, we prioritise impact, aptitude, and passion. We're a community committed to innovation and sustainability. As an Ofload team member, you'll enjoy:

  • Empowerment and Growth: Thrive in a fast-paced, supportive atmosphere that values innovation, learning, and personal growth
  • Flexibility and Wellbeing: Balance your life with hybrid work arrangements, including remote work options and additional leave for volunteering, celebrations, and personal milestones
  • Community and Connection: Experience a family-like atmosphere where respect, support, and camaraderie are part of everyday life

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