New Zealand Job Openings
Education Perfect
Customer Support Team Lead
FULL TIME
September 19, 2024
As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.
About the role
We are looking for a Customer Support Team Lead to manage our Inbound team and oversee daily operations. You will be responsible for ensuring that our customers receive efficient and high-quality responses across all channels. This role will also involve managing performance, setting team objectives and providing coaching and support. You will lead a team of 10 customer support specialists across the Philippines, Canada, and New Zealand.
This is a fully remote role, open to candidates located in New Zealand.
What you will do
- Manage a team of customer support specialists, including hiring, training, scheduling and performance management.
- Provide regular coaching and feedback to ensure team performance aligns with company goals.
- Oversee quality assurance processes and identify opportunities for training and upskilling.
- Organise staffing and rosters to ensure global coverage.
- Coordinate succession planning in line with development goals.
- Act as an escalation point for complex customer issues.
- Identify and implement process improvements to enhance customer experience.
- Track and report on key performance metrics.
- Build relationships with internal and external stakeholders to ensure alignment with business strategies.
- Proven experience leading a remote customer support team, preferably across multiple regions.
- Strong coaching and people management skills with a focus on team development.
- Ability to manage performance metrics and make data-driven decisions.
- Excellent problem-solving skills, particularly in resolving escalated customer issues.
- Experience in quality assurance and continuous improvement initiatives.
- Strong organisational skills, especially in managing global rosters and ensuring coverage.
- Familiarity with customer support software and tools.
- A proactive approach to identifying efficiencies and improving processes.
What we offer
- As our team is based globally, we offer both remote and flexible working arrangements
- For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office
- Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day
- Wellness allowance to use on anything to support your mental and physical wellness
- EAP with unlimited sessions
- Employee Equity Bonus Plan
- Employee referral program - $2000 when you refer a new team member
- Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub
- EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
- The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community
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