Customer Support Team Lead

7 days ago

Melbourne, Victoria, Australia Xplor Full time
About the Opportunity

We are seeking a highly skilled and experienced Customer Support Team Lead to join our Childcare & Education vertical in Melbourne. As a key member of our support team, you will play a critical role in ensuring our customers receive exceptional support and service.

Key Responsibilities
  • Lead a team of Customer Support Coordinators to ensure they are able to reach their individual and team goals, and maintain role metrics at the levels set by the organisation.
  • Manage and monitor our ticketing system, and identify and implement improvements in our processes.
  • Rostering and managing the workload of the team, balancing headcount to manage multiple channels of support.
  • Maintain a broad and deep knowledge of all company products, services, and promotions, and ensure this knowledge is built up within Customer Support Coordinators.
  • Support the implementation of systems-improvement initiatives and the introduction and roll-out of new technologies.
  • Foster a mindset of continuous improvement within the site.
Requirements
  • Proven previous experience in a contact centre environment, ideally as a Team Lead or Manager.
  • A history of success in driving individual and team performance towards defined objectives.
  • Experience in a SAAS, or similar, business environment, preferable in a customer-facing role.
  • Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia.
  • Must hold, or be able to obtain, a current Working With Children Check.
  • Excellent customer service skills, demonstrated daily by working quickly and accurately to resolve customers' queries.
  • Ability to multitask, prioritise, and manage time effectively.
  • Awareness of your own strengths and areas for growth, and a desire to develop and apply new skills.
What We Offer
  • A hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.
  • Opportunities for career growth and development.
  • A collaborative and supportive work environment.
  • A competitive salary and benefits package.

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