Customer Support Team Lead
Xplor, Australia
Job Description
Take a seat on our rocket ship and join us on our mission to change education around the world. We’re a rapidly growing SaaS company and are looking for a Customer Support Team Lead to ensure our customer support is easy and helpful to our clients.
Who we are?
Xplor and QK Technologies have recently joined forces to become an international team of over 140 people hailing from offices in Melbourne, Brisbane and London. Being part of the TSG and their Education vertical, both our brands share the passion for education and innovative technology and want to support those who make it great.
Our product suite is changing education by helping childcare services and educators easily manage and automate all aspects of their operations, as well as by connecting parents with their children's well-being and growth.
What will I be doing as a Support Team Lead?
Our Success team helps our customers in the effective use of our products, ensuring customer happiness and making their experience with support as easy and helpful as possible. The Support Team Lead manages the team members that provide the ongoing support of customers once they are onboarded and trained on our platform. Your day to day could include:
- Manage, train, and support a team of 7 - 10 Customer Success Coordinators
- Ensuring the team able to reach their individual and team goals and maintaining metrics at the desired levels
- Answering tickets and phone calls of customers, handling more complex issues or escalations
- Manage and monitor the ticketing system, and identifying and implementing improvements in our processes
- Rostering and managing the workload of the team
- Collaborating with the Product and Development teams to properly communicate common customer issues and trends observed
Requirements
What would make me a good candidate?
- Ideally, 2-5 years previous experience leading a team in a phone based, customer support environment
- Previous experience with a ticket management system, preferably Zendesk and Salesforce
- The ability to analyse data and improve metrics, including CSAT and First Resolution Time
- The ability to communicate complex ideas in ways that are easy to understand
- Past history of using an empathetic, emotionally intelligent approach to providing an outstanding customer experience
- Experience being motivated by a fast paced, high pressure environment where you will have to constantly adapt - no two days are the same, seriously!
Benefits
What is it like to work at MyXplor?
You get to be a part of redefining the education sector and have a chance to make a real impact every single day you come to work. Some of the other perks of working with us include:
- Unparalleled opportunities to learn, with accelerated career development for high performers
- A collaborative, flat-structure team and an environment with people who truly love what they do
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carers
- Unlimited access to Udemy for Business: 10% of you time devoted to Lamp;D, and further support to help you grown
- Childcare discounts, mental health support
- Fully flexible work arrangements
Sheryl Sandberg once said, If you're offered a seat on a rocket ship, don't ask what seat! Just get on. We couldn't agree more. So, are you ready to get on board?
Individuals seeking employment at Xplor are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.