Support Team Leader

**Join the National Leader in Cloud Based Property Management**
**Our Story:
**Here at PropertyMe we are committed to innovating, problem-solving, and remaining agile in an ever-changing industry. Being Australia's #1 property management platform after only 10 years, we know what it's like to be the new kid on the block. That's where teamwork and a strong sense of comradery come into play, as we believe that you get the best outcomes when you are part of a healthy and thriving team.
Since then, we've amassed 53% of the market share to become the largest and most complete cloud property management platform in Australia and New Zealand. We now assist the real estate industry with:

- Processing over $1 billion every month
- Facilitating over 4.1 million conversations
- Coordinating over 1.1 million inspections every year.

We've hustled from the start, with incredible vision from the founders, we've managed to get to this point with no funding. The only ones investing in our future are us, and the world's our oyster

**Your Mission:
The role of the Team Leader is to act as a point of escalation for their team members. If you want to be a key contributor to a high performing team, this is your chance. We want you to bring your previous experience and help us continue building a supportive and customer focused culture that champions quality and collaboration. Our support team is continually working to advocate on behalf of our customers, to provide solutions and essential feedback to our product and engineering teams and we are looking for a top team leader to support our team

**The role of Team Leader**:
Whilst continuing to work the support queue as required the Team Leader will be responsible for direct communication and first level management of their teams regarding the following:

- Review team members ticket escalation to identify training opportunities
- Problem solving and call coaching on tricky tickets and scenarios
- Manage team performance including KPIs (CSAT, response times and completed tickets)
- Communicate team requirements for training and masterclasses
- Collate and share product feedback
- Team communication regarding product updates and releases
- Coordinate and facilitate team huddles
- Participate in the interview and onboarding of new team members
- Project work as required by Leadership

**Who are you? You consider yourself.**
- A leader of people - seeing your direct reports succeed is the ultimate goal
- A data guru - you enjoy looking at the data and contributing to business plans
- An active listener - understanding the real problem we are trying to solve will help both the team and the customer
- A positive influence - Interact with colleagues and customers in a tactful and professional manner recognizing the importance of building professional stakeholder relationships
- Excited by the future - contributing and working as a collaborative business to enhance the property experience.

**Experience**:

- Minimum 5 years of leadership and/or management experience in a high volume and demanding support centre environment
- Effective problem resolution skills with the ability to use active listening and questioning techniques to gain an understanding of team member needs
- Customer service focused mindset, acting with customer needs in mind using information to suggest improvements in products and services
- Proven organisational and time management skills; concentrating efforts to prioritise effective and efficient use of time
- Demonstrated ability to motivate and drive team performance
- Use critical thinking skills to handle complex issues with confidence, patience, and poise to deliver a world class customer experience
- Ability to mentor, coach, and develop team members
- Must be self-starting, articulate, detail-oriented, with ability to multitask
- Ability to hit the ground running and learn quickly

**Technical capabilities**
- Familiarity using a CRM system and its related reporting, Zendesk experience would be ideal and advantageous
- Knowledge and skills of Google G Suite would be an advantage

**The Benefits and Perks**
- A nurturing and empowering team to help you reach your full potential
- Hybrid work environment 2 days from office
- Beautiful office in Sydney CBD
- Vibrant culture
- Regular milestone parties
- Job security working for one of Australia's leading PropTech companies