Team Lead, Customer Support

13 hours ago

Melbourne, Victoria, Australia DoorDash Australia Full time $80,000 - $120,000 per year
About the Team

The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we're here to ensure they succeed.

Shifts:
Full-Time

About the Role

The Team Lead, Customer Support leads our APAC support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

You're excited about this opportunity because you will…
  • Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.
  • Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
  • Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
  • Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
  • Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.
We're excited about you because…
  • You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus
  • You know how to inspire, coach, and develop a high-performing remote team
  • You care deeply about delivering an outstanding customer experience every time
  • You're a clear and confident communicator, both in writing and in person
  • You're a strong problem solver who can handle complex and escalated issues with ease
  • You're comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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