New Zealand Job Openings

Education Perfect

Customer Support Team Lead

FULL TIME

September 19, 2024

Education Perfect is an Ed Tech platform designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential.
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.

About you

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.

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!
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

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.

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