Customer Support Team Lead

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 73,000 merchants across Australia and to work with more than 700 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday - commit to greatness, stay hungry, wow the customer, be good and win together We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro
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Customer Support Team Leaders are responsible for leading a team of Customer Support Specialists across our Eftpos, eCommerce, Banking, ISO relationships and Health product suite.

The Customer Support Team Leader is also responsible for enabling and empowering the Customer Support Specialists to deliver a differentiated and best in class customer experience through coaching, mentoring and capability uplift to drive business outcomes.

This will include call monitoring, agent coaching, soft skills development / training, facilitation, report analysis/building and will utilise your coaching, analytical skill sets to root cause and bridge and capability gaps effectively and efficiently with agents and processes alike.

The Customer Support team is responsible for delivering an exceptional “best in class” customer experience to guide and support our customers to grow their businesses, educate them about the Tyro product suite and work closely with the New Business Sales teams to seamlessly on-board new customers.

The Customer Support Team Leader will work closely with a range of internal and external stake holders to improve the way we do business, through our high performing culture, digital innovation, or process improvement.

80% of the role will be focused on coaching and enhancing the team capability

General Duties and Responsibilities:
- Review all performance metrics, reports, and calls to uncover knowledge and softskill gaps.- Regular agent coaching to uplift the performance and capability of the team.- Facilitate team meetings / training sessions to address key areas of focus at an individual or team level.- Provide a point of contact for and take accountability of client escalations to support our clients.- Consistent review of broader team metrics against set targets and put plans in place to address any gaps identified.- Work closely with the Customer Support Manager on tasks required to build a cross functional SAS team.- Ensure team performance metrics are met or exceeded.
- What’s in it for you?
- We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.
- You’ll also receive:
- A mix of in-office and remote working- Learning and career development opportunities- 16 weeks paid primary carers leave- 12 weeks paid secondary carers leave- Annual team-based volunteer day- Birthday Leave- Power Up Day (Additional day of leave)- Weekly team social events, snacks, craft beer and wine, ping pong and video games- Taco Tuesdays- Mental health and wellness initiatives- Novated leasing
- Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

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