Job Description
Title: Customer Care Team Lead
Location: Remote Remote AU
Description
Our mission and where you fit in
At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.
Since our inception in 2014, we’ve had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 – and we have no plans to slow down.
There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!
What might your days look like
We’re a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.
We’re seeking a Team Lead based in Western Australia for our Customer Care WA Team. This role will be driving and managing performance to the expectations of the Support Squad across the scope of BAU delivery. You will be supporting the Head of Customer Care and Customer Support Managers in executing and embedding initiatives.
As our Customer Care Team Lead you will be responsible for:
- Recruiting, onboarding, coaching and developing a team of customer support agents by nurturing an environment where they can excel through encouragement, empowerment and meet clear expectations.
- Manage team rostering, queue workflow, backlog, escalating priorities, SLA adherence and fifo workflow.
- Weekly and monthly agent and team metric reporting, surfacing insights and solutions needed to resolve.
- Responding to and resolving inbound support tickets, customer & agent escalations, and phone call questions related to the Employment Hero Platform as needed based on volume.
- Triage customer support issues and liaise with the appropriate team (e.g. Product & Engineering) to resolve as needed.
- Champion ongoing process improvement and best practice suggestions to implement amongst the Support team, and providing internal support for the wider business.
- Conduct testing across the platforms to identify user error/system logic and investigate root causes in order to maintain platform knowledge and Support Consultants.
- Driving the responses and resolutions to negative CSAT and NPS feedback to determine root causes of issues, and further recommendations for customer account improvement through Support Consultants.
- Ensure Support Consultants are adhering to ticketing best practices and expectations as set by Support Managers and Head of Customer Care.
- Execute the roll out of initiatives and projects cascaded from Support Managers.
What will you bring
- SaaS leadership experience.
- Experience and SME knowledge in HR and/or Payroll is a plus!
- Exposure to varied industries and business models e.g. owner operated, mid-large, flat structure and complex.
- Proven ability to handle escalations of customers and internal stakeholders relating to SaaS platforms; including technical and service.
- Proven ability to lead, manage, grow and coach teams.
- Previous exposure to roles requiring ongoing internal and external stakeholder management.
- Previous experience in managing workplace disputes, performance management discussions, coaching and delivering constructive feedback.
- Ability to proactively identify individual, team and group areas of improvement for coaching and process areas.
- Exposure and comfortability to work in fluid, high change environments with disruption.
- Problem solving skills with a sound and thorough approach to troubleshooting.
- Ability to manage competing priorities by working autonomously, but requesting assistance where needed.
- Strong, polished verbal and written communication skills with the ability to translate between business and technical knowledge/terminology.
- High level of emotional intelligence and maturity.