Customer Support Team Leader

About Us: Rental Car Manager is part of the Jonas Software Group of Companies that acquires, manages, and builds industry-specific software companies globally. With over 100 acquired companies and 2,500 employees globally, we have long realized that our greatest asset is our employee base. We are a leading provider of all-encompassing winery software that offers a holistic view of winery operations and ensures compliance with statutory requirements. Our mission is to empower car rental businesses worldwide with innovative, reliable, and easy-to-use software solutions that streamline operations and drive growth. We value integrity, dedication, and a customer-centric approach in everything we do.

Job Summary: This role is responsible for effectively managing the Customer Support Team and resolving all problems, for building team skills and capabilities, developing the team culture, and ensuring the team delivers on goals/KPIs.

Duties and Responsibilities

• Ensure that all team members acquire the appropriate support and training to apply the best skills and knowledge on the job

• Effectively supervise the team on a day-to-day basis, planning and directing the daily activities of the team

• Prepare team rosters/schedules, scheduling breaks and shifts as necessary

• Act as the team coach and mentor, and motivate and encourage team members through positive communication and feedback

• Undertake duties such as performance reviews, participate in disciplinary or performance management processes, monitor team sickness absences, and participate in the recruitment of top talent for the team

• Ensure team members are effectively diagnosing and resolving system issues appropriately and personally ensure the resolution of complex customer cases where required

• Proactively work with the team to increase the number of calls/tickets to be resolved on the first call

• Maintain first class communication with the client, attending, following up and resolving customer complaints, questions, and issues, and adhering to specific service level agreements

• Provision of training to customers over the phone and face to face

• Liaise with integrators and support the rollout of updates and new/updated systems

• Oversee and manage the reporting of bugs for continuous improvement

• Seek ways to enhance our internal processes and procedures

• Roll out programmes to build team capabilities, enhance customer satisfaction, enhance team processes

• Actively contribute to and participate in professional development opportunities afforded by the company

• Promote the values and behaviours of the business at all times

Experience and Skills

• Understanding of the car rental industry (highly desired)

• Degree/Diploma/Certificate in Information Technology or Computer Science

• Demonstratable experience as a manager or team lead

• Highly experienced in technical support roles, ideally within a software development company

• Strong ability to learn and support B2B SaaS applications

• Strong computer and technical skills – predominantly in software, hardware and networking would be an advantage

• Ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met

• Ability to show initiative and self-motivation

• High attention to detail and strong analytical skills

• Excellent communication skills, able to build strong relationships with a broad range of customers

• Demonstrable experience managing customer relationships

Characteristics

• Leadership and people management skills

• Excellent communicator, able to present information and communicate in a clear, concise, and structured way

• Ability to build strong relationships internally and externally

• Strong analytical abilities

• Excellent administrative, planning, and organisational skills

• Ability to show initiative and self-motivation

• Ability to adjust and respond professionally to changing priorities

• Comfortable presenting to senior management

• Results driven with the credibility to influence at all levels and the ability to think outside of the box to identify opportunities and solutions to problems

• Calm and confident nature

• High level of customer focus

• Persistent and resilient under pressure to achieve timely deliverables whilst maintaining quality

• Resourceful and keen to learn and share knowledge

Our Culture and Perks:

Our parent company, Jonas Software, is an operating group of Constellation Software, Inc. (CSI), a public company listed on the Toronto Stock Exchange (CSU.TO). CSI has revenues of over $3.5 billion USD and over 20,000 employees across the globe.

To help make your journey more enjoyable, we offer a range of benefits including:

• Employee Share Purchase Plan from our parent company Constellation Software Inc.

• Flexible leave offerings, including opportunities to purchase additional leave

• EAP Support, offering mental/physical wellbeing counselling

How to Apply: If this sounds like the role and environment for you, we'd love to hear from you To apply please submit your resume and cover letter with details of your experience and why you would like to join our team.