Support Team Lead

1 week ago

Sydney, New South Wales, Australia Bebeecustomer Full time

Key Responsibilities
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Foster a culture of customer-centric excellence by guiding and mentoring the support team.
Ensure accurate, timely, and professional support delivery to customers via telephone, email, and chat tools.
Supervise the Support team to gather information about customer support requests, analyze causes, and respond within contracted obligations.
Establish industry best practices for Support staff interactions with customers and ensure adherence to these standards.
Maintain high customer satisfaction levels for stakeholders receiving support services.
Job Requirements
Bachelor's degree in business/commerce/information technology/computer science or equivalent qualifications/experience.
A minimum of 3-5 years' experience in software application support.
Experience with ITIL-based service management systems.
Technical proficiency in relevant systems (Microsoft 365, Azure, Networking, cloud technologies).
About This Role
This position requires strong leadership skills to manage remote and shift workers, forecast demand for technical support, and develop capacity plans to ensure adequate staffing and workload distribution.
The role involves overseeing all aspects of delivering support services to customers, including staffing, processes, systems, and standards.
This Support Manager will also be responsible for managing knowledge management, monitoring the team's understanding of the platform and customers' configurations, and implementing targeted training initiatives to keep their knowledge up-to-date.
Responsibilities Overview
Manage and mentor the Support team to foster accountability, collaboration, and continuous improvement.
Lead the Support team to provide accurate, timely, and professional support to customers using various communication channels.
Supervise the Support team to gather information about customer support requests, analyze causes, and respond within contracted obligations.
Develop and implement best practices for Support staff interactions with customers.
Maintain high customer satisfaction levels for stakeholders receiving support services.

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