Lead Customer Support Professional

5 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $95,000 - $130,000
About the Role

The Customer Support Team Lead will oversee the day-to-day operations of our customer support team, ensuring seamless communication and quality support for users and technical aspects.

  • Collaborate with senior leaders in the Support space to achieve set goals;
  • Provide high-quality feedback and guidance to direct reports within the team;
  • Challenge team members to enhance individual and team performance metrics and customer satisfaction scores;
  • Develop retention strategies and campaigns for existing customers;
  • Monitor and report on churn rates and customer issues;
  • Manage resource allocation, recruitment, and ongoing customer support training for the team;
  • Serve as the voice of the customer to the wider organization, working with other teams to improve the customer experience.
About You

You are a natural leader who excels at bringing out the best in both individuals and teams. You thrive in fast-paced environments dedicated to delivering exceptional customer interactions through a knowledgeable team.

To be successful in this role, you will require:

  • 4+ years of experience leading high-performing teams in a contact centre environment;
  • A strong understanding of customer and contact centre metrics;
  • Excellent communication skills with a thoughtful and direct approach;
  • Experience with change management and performance improvement initiatives;
  • A diverse ability to build relationships with both customers and senior stakeholders.
Benefits

We offer a range of benefits that contribute to your professional growth and well-being, including a flexible working environment, birthday leave, recognition programs, employee stock purchase plan, and access to mental health resources.

Requirements

To be eligible for this role, you must have full work rights in Australia, the ability to obtain a Working with Children Check, and the ability to obtain an Australian Federal Police Check.

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