Customer Success Team Leader

**RatesCalc is a pretty unique piece of software, so we’re looking for a pretty unique person to fill a new role on our team.**

**Firstly - what does RatesCalc do?**

In a nutshell, it produces job rates.

But that task is not as simple as it seems There is a huge amount of variations, legislation and other financial factors that come into play, which have a habit of changing annually and throughout the year

Clients using our software have the ability to quickly and easily produce rates for labourhire, contractors, permanent hires, apprentices and trainees in alignment with legislation and business profitability - and then update those rates in just a few clicks if anything changes. From within RatesCalc they can send out quotes to their clients, employment contracts to workers, export rates to payroll and so much more

There’s no other product like RatesCalc on the market, we are proud of what we do, and look forward to welcoming another superstar to our team.

**What are we looking for?**

Right now, there are three distinct areas of support that RatesCalc provides to its clients: Implementation, Technical Support and Training.

We need a **Customer Success Team Leader in** **technical support who can also wear a hat in the** **implementation and training teams**.

**Our new Customer Success Team Leader will**
- Analyse and provide solutions for issues raised by our clients and internal staff
- Oversee the management of support tickets
- Communicate issues and discuss potential solutions with the Development, Implementation, Training and Technical Support teams
- Identify knowledge gaps and training needs of RatesCalc clients booking and schedulig professional services
- Conduct scheduled and spontaneous training sessions with clients using video conferencing and screensharing
- Take part in project management meetings and implementation discussions with clients
- Foresee challenges in implementations and compatibility with client needs
- Provide advice to clients about technical aspects and process flows for integrated software

**Are you the right fit for us, and us for you?**

We already know that you’re a smart cookie (you’re reading our job ad, afterall) which is good, because **there are a lot of things to learn and picking things up quickly will be critical to your success**.

**We also expect that** **you have experience in some of the following**:

- RatesCalc experience - gold star But not essential
- Recruitment experience
- Knowledge of Modern awards and requirements for paying Australian wages
- Testing solutions in software platforms
- Management of support tickets, including prioritisation and escalation
- Mentoring and training team members
- Coaching clients in technical and process knowledge

**But you absolutely** **must have these attributes**:

- Managing a small team (supervising at least 2 team members)
- Experience with client management systems
- Tech-savvy: can intuitively work out new software and take on challenges
- Ability to communicate complex, technical issues in simple, everday language
- Capable of working under the pump with shifting prioirities
- Proactive approach to resolving potential issues
- Excellent problem solving and analytical thinking
- High creativity and critical thinking for “outside the box” solutions
- Glass-half-full attitude towards tricky situations
- Exceptional written and verbal English
- Discretion and confidentiality
- Ready to enjoy a laugh in a super friendly team

**What are the working conditions?**
- Work-from-home
- Equipment, including laptop, supplied.
- Approximately 25 -30 hours per week
- Flexibility to work school hours, if needed
- Regular whole team get togethers online, optional in-person events, and daily interactions with truly fun team mates who ensure your sanity in an otherwise solo working environment

**If this is sounding like a match, let’s have a conversation**

Give **Col, our CEO**, a call on _0439 169 999_** **

(that’s right, we’ve given you access to the big guy)

Or **Maddie, our Operational Delivery Manager** who will be your manager anyhow, a call on **0467 449 318**

**Job Type**: Part-time
Part-time hours: 25 per week

**Salary**: $40.00 - $50.00 per hour

**Benefits**:

- Work from home

Schedule:

- Flexible hours
- Monday to Friday
- No weekends