Customer Support Team Lead: Strategic Operations Manager

7 days ago

Melbourne, Victoria, Australia Xplor Full time
Job Summary

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 leading a small offshore and regional team of customer support advisors in the delivery of software customer service.

About the Opportunity

This is an exciting opportunity to make a real impact every day by enriching our customers' experiences. You will work closely with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution.

You will also partner with leadership and commercial teams to identify and plan essential work in the context of software support, ensuring that the team adheres to regional policies within software support for Xplor products.

Duties and 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
  • Find new ways to reduce the average ticket turnaround time and improve SLAs
Qualifications
  • Strong leadership experience in a customer-facing role where you have built and inspired a team of high-performing individuals
  • Experience of working with and managing virtual teams in a matrix environment
  • Experience in a SAAS, or similar, business environment, preferable in a customer-facing role
  • Strong proficiency in SQL, Microsoft Excel and data management
  • Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia
  • You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
  • Able to work within a global organisation and accommodate working hours to support this
  • You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills
Benefits
  • 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
  • 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
  • #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
  • Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
  • Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
  • Access to free mental health support
Estimated Salary

$120,000 - $150,000 per annum, depending on experience.

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