Client Support Team Leader

Access to hybrid working
- Employer of Choice - flexible working, mentoring, award-winning
- Genuine recognition for your hard work and achievements

**About us**
enableHR is part of FCB - our parent company which has been recognised as an Employer of Choice. We’re a diverse bunch, culturally and geographically, but one thing we all have in common is our love of technology and innovation and its potential to improve people’s lives.

enableHR is recognised as a collaborative and innovative workplace, valuing employees and offering you an enviable work environment with progression, training opportunities and mentoring.

We operate in a fast-paced and focused environment with multiple teams and business units interacting daily in a collaborative and creative manner.

**What we do**

**What’s it like working at enableHR?**
As a values driven organisation we pride ourselves on operating under our 4 core values:

- Inspired & Innovative, Exceed Expectations, Relationships Matter and We’re Better Together_. We ensure that these values are embodied by every employee, every day.

We recognise the efforts and achievements of everyone involved, no matter how small. We’re a business that strives for excellence, aiming to exceed expectations and make the impossible, possible. We value the relationships we build with clients, suppliers and employees. Our mentoring program has been designed to support our employees and push them to continuously be inspired and innovative. We lead by example but never take ourselves too seriously - always having fun along the way

We’re a company that benefits from a dedicated Social Committee so there are plenty of events and activities to participate in such as lunchtime yoga, Pinot & Pilates, fitness challenges, quarterly shout outs and regular trivia. Our nominated charities are important to us - we volunteer our time and host regular fundraising events to help causes including cancer research and mental health.

**About this opportunity**
Reporting to our Head of Client Services, this role can be based in any of our Australian locations; Sydney, Brisbane or Melbourne. You will work closely with other central functions including the broader Client Services team from which you will directly manage four team members and coordinate a broader team of four team members (a team of nine). You will also work closely with the Development Team, the HR Advisory team, the Sales team and the Product Leadership Team.

This is a career enriching and exciting team coordination opportunity for a passionate customer service enthusiast who enjoys providing technical support and problem solving. You will be motivated by the challenges of continuously exceeding client expectations and providing the most streamlined experience possible. In a nutshell, this role will see you:

- Directly manage and coordinate the Technical Support team to ensure that SLAs and KPIs are achieved
- Technically assist a variety of end user clients from SMEs to Enterprise
- Deliver exceptional customer service to clients by proactively responding to questions and concerns
- Interpret, quickly and successfully, the client needs and identify optimal solutions
- Respond to enquiries relating to the use of our cloud-based platforms. Utilise specific software tools and problem-solving strategies to resolve client issues and continuously improve on the client experience process
- Troubleshoot and investigate bugs/faults in the cloud platforms to identify the cause
- Escalate technical support tickets to the relevant team for resolution and manage stakeholder expectations
- Facilitate training and demonstrations through online platforms
- Onboarding new clients and offboarding exiting clients following our client journey process
- Assisting the Head of Client Services and Senior Client Success Manager to achieve high client satisfaction (through Net Promoter Score surveys) and high retention rates

**About you**
- You are currently in a client contact role managing queries and concerns of a technical nature
- Ideally you are familiar with working in a SaaS environment (but this is not essential)
- You are solutions focused with an optimistic and positive mindset
- You have an intuitive and forward-thinking manner to problem solve and reach resolutions promptly
- You take full responsibility of client tickets and manage promptly to achieve service and solutions **_excellence_**:

- Your relationship building skills must be exceptional, to work effectively and collaboratively across various teams within the business but critically to establish yourself with clients as trustworthy and dependable
- Previous team leadership is helpful as you will be managing team KPIs, upskilling and training
- Your high energy, focus and drive along with exceptional organisational and communication skills are key to being successful in this role

**How to apply