Customer Support Team Lead

5 days ago

Melbourne, Victoria, Australia Xplor Education Full time
Strategic Partnership Specialist - Customer Support Team Lead

Overview of the Role:

We are seeking an experienced Strategic Partnership Specialist to lead our customer support team. This is a unique opportunity to join a dynamic organisation that prioritises innovation, collaboration and growth.

As a Strategic Partnership Specialist, you will play a key role in developing and maintaining strategic partnerships with customers, partners and stakeholders to drive business growth, improve customer satisfaction and enhance overall experience.

You will be responsible for managing a small offshore and regional team of customer support advisors, collaborating with engineering peers to provide customer resolutions within agreed service level agreements (SLAs), advocating customer needs to effectively prioritise support ticket resolution, and partnering with leadership and commercial teams to identify and plan essential work in the context of software support.

This is a hybrid role that offers a flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

Key Responsibilities:
  • (1) Manage a small offshore & regional team of customer support advisors in the delivery of software customer service;
  • (2) Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution;
  • (3) Partner with leadership and commercial teams to identify and plan essential work in the context of software support;
  • (4) Ensure that the team adheres to regional policies within software support for Xplor products;
  • (5) Contribute to frameworks and internal resources to support the resolution of technical issues within your team;
  • (6) Periodically review software support logs; track performance and identify trends, anomalies, and opportunities for improvement;
  • (7) Proactively engage and upskill yourself in new iterations of the software along with your team;
  • (8) Find new ways to reduce the average ticket turnaround time and improve SLAs;
  • (9) Optimise, standardise, and manage Support metrics across all channels (call centre, online chat, email) to ensure customer satisfaction, and report statistical performance levels.

Requirements:

  • (1) Strong leadership experience in a customer-facing role where you have built and inspired a team of high-performing individuals;
  • (2) Experience of working with and managing virtual teams in a matrix environment;
  • (3) Experience in a SAAS, or similar, business environment, preferable in a customer-facing role;
  • (4) Strong proficiency in SQL, Microsoft Excel and data management;
  • (5) Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia;
  • (6) You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries;
  • (7) Able to work within a global organisation and accommodate working hours to support this;
  • (8) You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills.
Salary and Benefits:

We offer a competitive salary package including a base salary of $120,000 AUD per annum, plus superannuation and other benefits.

Additional Benefits:

  • (1) Flexible working arrangements;
  • (2) Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS;
  • (3) Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program;
  • (4) Access to free mental health support;
  • (5) Paid parental leave policy (12 weeks gender-neutral paid parental leave);
  • (6) #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community.

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