Customer Success Lead (Melbourne, VIC)

Customer Success Lead (Melbourne, VIC)
LIFX, Australia

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
Apr 9, 2021
Last Date
May 9, 2021
Location(s)

Job Description

Thinking about your next career move? LIFX offers a rare opportunity to work on the next generation of engaging IoT products, tackle exciting challenges across hardware, software and customer experiences, work with the world’s biggest technology brands and have your work touch the lives of millions.

LIFX has a diverse and collaborative team that spans the globe. We offer a competitive salary, great working conditions, wonderful offices as well as the opportunity to work with one of IoT's leading brands. We value the work-life balance of our team-members and offer flexible working conditions to meet your needs.

LIFX is the world’s favourite Wi-Fi smart light. Dive into millions of vibrant colours and personalise your home to suit your mood, music or even your style. LIFX partners with the leading consumer electronics brands for seamless connectivity with iOS, Android, Google, Nest, Amazon Alexa, Samsung, Logitech, IFTTT and many more.

About The Role..

The primary responsibility of this role will be to leadour talented support team across technical support, warranty and store tickets for both the hardware and software of our products.

In addition they you be responsible for:

  • Refining and reporting across all support performance metrics (both qual and quant measures)
  • Measuring and improving all support processes and systems
  • Being an escalation point for your team on active queries and issues
  • Hands-on responding to queries via email and chat
  • Ensuring best-practice Support customer management processes are in place
  • Managing the helpdesk queue to ensure timely customer response\resolution
  • Providing updates to support articles and processes as necessary, ensuring we maintain current information for customer use

Requirements

About You..

The successful candidate will have previous experience using iOS or Android, coupled with proven experience in technical customer support role. In addition they will possess:

  • A basic understanding of Wi-Fi client connectivity protocols
  • Strong customer service and troubleshooting skills
  • Strong process improvement skills
  • Strong communication skills
  • Proactive get the job done mentality
  • The ability to communicate technical information, both verbal and written, to a wide range of users.
  • Experience with Zendesk, Kustomer or Google Apps would be adventageous but not essential
  • An understanding and previous use of IoT products would also be preferred
  • Strong focus on delivering a great customer experience

Benefits

  • Flexible working conditions and the opportunity to work at one of Australia’s leading startups, in an energetic environment alongside a passionate team, collaborating with the leading brands in technology on one of the most exciting product families in the smart home revolution.
  • We actively work on creating a safe, inclusive environment free from discrimination
  • A fast paced and progressive environment where everyone has regular interaction with teammates and LIFX partners from all over the world
  • Flexibility to split time between remote and in-office

Who should apply?

We care deeply about diversity and inclusion at LIFX, and welcome applicants of all types, and from all backgrounds. If you think you have the skills and experience needed for this role then we'd like to hear from you.

Job Specification

Job Rewards and Benefits

LIFX

Information Technology and Services - Cremorne, Australia
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