✋ Role Purpose 

In this role you will apply your communication and leadership skills to provide exceptional customer support to our customers by managing a small customer support team that responds to customer enquiries from schools, service providers to schools, canteen operators and parents who all use the Flexischools platform.  

🧐 Role Specifics 

• Lead a team of 5-10 customer support specialists, not limited to coaching, developing and reviewing performance

• Oversee daily contact centre operations; monitoring and report on the team's operational performance against SLAs and KPIs

• Manage employee schedules to ensure resource planning meets service needs and covers all channels

• You will be an escalation point for complaints

• You will own the assets used by the team including systems, templates, FAQs, standard operating procedures and continuous update to improve

• You will facilitate quality assurance reviews and activities to identify training needs

• You will regularly report and present feedback on customer enquiries to the product, marketing and engineering teams to improve the customer experience and the Flexischools platform

 ✍️ Skills & Experience 

• 3+ years in a customer support/service or customer-facing role with experience managing teams to deliver an excellent customer experience

• Ideally, experience working with startups/ early-stage ventures and/or financial services and products

• Ability to adhere to process, and based on results propose continuous improvements.

• Comfortable working in a fast paced, target driven environment

• Data-driven and analytical, able to review performance metrics and coach team members to optimize performance and achieve targets.

• Focused on driving strong customer outcomes

• Effective at inspiring and coaching others to meet high standards of customer service.

• Expert in fostering a culture of innovation and collaboration.

• Adept at identifying and acting on opportunities for systemic improvement.

• Great at problem solving

• Highly collaborative and good with managing competing priorities

• Detail-oriented with experience using data and reporting to monitor and manage team performance against SLAs.

• Good communication and presentation skills to articulate performance and customer feedback to broader team and management

• Exceptional team player and collaborator