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Customer Support Team Lead

1 month ago

Melbourne, Victoria, Australia Xplor Education Full time
About Xplor Education

Xplor Education is a global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing 'everyday life' verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform.

We serve over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in our industry.

Job Description

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

You will lead a team of Software Support professionals to meet the needs of our customers on software related enquiries. This includes managing a small offshore & regional team of customer support advisors in the delivery of software customer service.

You will also collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution.

Key Responsibilities
  • Manage a small offshore & 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 prioritise support ticket resolution
  • Partner with leadership and commercial teams to identify and plan essential work in the context of software support
  • Ensure that 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 log(s); 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