Support Team Leader

Everything we do is for our customers

Featured on Deloitte's Technology Fast 500 list and G2's leaderboard, Maropost offers a unified commerce experience that our customers need, transforming ecommerce, retail, marketing automation, merchandising, helpdesk and AI operations with one platform designed to scale for fast-growing businesses. With a relentless focus on our customers’ success, we are motivated by customer obsession, extreme urgency, excellence and resourcefulness to to power 5,000+ global brands while we head to 100,000+.

Driven by the same customer-centric mentality as above, we empower businesses to achieve their goals and grow alongside us. If you're a driver and not passenger and are ready to make a significant impact and be part of our transformative journey, Maropost is the place for you.

**The Opportunity**:
We are seeking a proactive and customer-focused **Support Team Leader** to lead a team of exceptional support agents, assisting retail clients with their use of the **Point of Sale (POS) system**. This role is essential in delivering a superior support experience, ensuring timely issue resolution, coaching team members, and acting as an escalation point for complex technical or customer service issues.

**Key Responsibilities**:
**Team Leadership & Development**:

- Lead, mentor, and motivate a team of support agents to deliver excellent customer service.
- Monitor team performance, set KPIs, and conduct regular reviews.
- Provide training and upskilling opportunities on Retail Express POS features and support best practices.
- Organize regular team meetings and feedback sessions to foster collaboration and continuous improvement.

**Client Support & Issue Resolution**:

- Oversee the resolution of Level 1 and Level 2 technical support tickets related to POS, including hardware, software, integrations, and connectivity.
- Act as an escalation point for complex or high-impact issues.
- Ensure SLAs are met, and customer satisfaction remains high.
- Liaise with product and development teams to report bugs, suggest enhancements, and track issue resolution.
- Lead with a Customer Obsessed mindset, the customer is at the heart of everything we do.
- Build strong relationships with key retail clients to understand their needs

**Process & Quality Improvement**:

- Review and improve support workflows, documentation, and knowledge base content.
- Implement best practices for ticket management and customer interactions.
- Analyze support trends and recommend process changes to reduce recurring issues.

**Key Skills & Qualifications**:
**Essential**:

- 2+ years of experience in a support or help desk leadership role.
- Strong knowledge of POS systems
- Excellent communication and interpersonal skills.
- Ability to troubleshoot software and hardware issues.
- Experience working in a fast-paced, customer-focused environment.
- You exemplify Maropost’s Values:

- Customer Obsessed
- Extreme Urgency
- Excellence
- Resourceful

**Desirable**:

- Previous experience supporting retail clients or working in a retail environment.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud).
- Understanding of retail operations (inventory, sales, CRM, integrations, loyalty, Stocktake).

**Personal Attributes**:

- Empathetic, patient, and customer-centric.
- Analytical and solutions-oriented.
- A strong team player and motivator.
- Organized with excellent time management.

**What We Offer**:

- Opportunity to lead a dynamic support team.
- Ongoing professional development.
- Work with a fast-growing company at the forefront of retail technology.
- Work on the beautiful Sunshine Coast
- Flexible work arrangements with a hybrid of in-office and Work from home

**Message from the Founders**: Maropost is looking for builders - people who want to drive our business forward at all costs in order to achieve the goals we have both short and long term for the results and outcomes that that will bring to us all.

If that isn't for you that’s ok, for those of you that it is please get in touch with us