Customer Success Manager

**About us**:
Sympli is a licenced Electronic Lodgment Network Operator (“ELNO”) formed through a collaboration between InfoTrack (Australia’s leading provider of e-Settlement technology and services) and the Australian Securities Exchange (ASX). Sympli offers lawyers, conveyancers and financial institutions a streamlined and comprehensive technology solution to facilitate electronic settlement and registration of property transactions. Sympli is integrated into Australia’s land registries, revenue offices and financial institutions to provide a comprehensive and seamless e-settlement experience for users throughout Australia.

**Objective**:
As the Senior Manager, Customer Support, you will be responsible for ensuring exceptional customer service is provided by our call centre team to all our clients in the Conveyancing, Banking, and Financial Services space. You will manage and lead what will be initially a small but growing dynamic team. This role requires operating in complex and ambiguous landscape to undertake all the administrative tasks in the background to ensure we deliver a heroic service to our customers.

**Role and Responsibilities**:

- Manage and lead a team of customer service representatives to ensure they meet performance targets and deliver high-quality customer service
- Train, coach, and mentor team members to ensure they have the necessary skills and knowledge to excel in their roles
- Monitor team performance and implement strategies to improve productivity and efficiency
- Develop and maintain strong working relationships with clients and other stakeholders
- Conduct regular team meetings and communicate updates and changes in policies and procedure
- Manage team schedules and ensure adequate coverage for all shifts
- Resolve team member conflicts and manage performance issues
- Oversee daily call centre operations, including inbound and outbound calls, customer service, and sales
- Ensure that all customer inquiries and concerns are addressed promptly and effectively
- Analyse call data and generate reports to assess team performance and identify areas for improvement
- Develop and implement operational strategies to improve call centre efficiency and effectiveness
- Collaborate with other departments to ensure a seamless customer experience across all touchpoints
- Ensure compliance with company policies and procedures, as well as relevant regulatory requirements
- Monitor and evaluate calls to ensure quality standards are met
- Develop and implement quality assurance programs to improve customer service and sales performance
- Provide feedback to team members to improve their performance and customer service skills

**Knowledge and Experience**:

- 6+ years' experience working in a similar role
- 3+ years' experience managing a team
- Financial Services, Fintech, Payments, Saas and/ Property industry experience (desirable)
- Start Up/Scale/ Agile experience (desirable)

**Benefits**:
At Sympli, we value teamwork, determination, challenging the norm, and a sense of family. Some of the benefits we offer are:

- High end, tech, creative, social, collaborative and centrally located offices
- Breakfast, snacks and fresh fruit in the office daily
- Competitive benchmarked salaries, including participation in Employee Share Schemes
- Remote and Flexible Working
- Culture, Reward & Recognition Programs
- Dedicated days and time for innovation, learning, culture, and recognition
- Fitness First Platinum membership and team group training sessions
- Generous parental leave to support you in life
- Company ethical and wellbeing events that support our staff and the community, which include volunteer days, blood drives, charitable events etc.

**Our office has the usual pool and ping pong table, but that’s not enough.. we offer monthly social events, end of year functions, summer cruising on Sydney harbour and lots of team building activities.**

**Benefits**:

- Employee stock purchase plan
- Free drinks
- Free food
- Gym membership
- Professional development assistance
- Referral program
- Visa sponsorship
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- SYDNEY, NSW 2000: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

Work Location: In person