Customer Support Team Lead
Emesent
Customer Service
Brisbane, QLD, Australia
Posted on Oct 29, 2024
Our mission to be bold and impactful!
Join our dynamic team and play a crucial role in showcasing and supporting our cutting-edge technology. Be part of a high-performing team at the forefront of technological innovation.
How you'll contribute
Emesent is seeking an experienced Customer Support Team Lead to oversee our customer support operations guiding a high performing team dedicated to delivering exceptional customer outcomes. This role is instrumental in ensuring customer engagement and growth through the effective use of Emesent’s solutions. The ideal candidate will bring strategic vision, innovative thinking, and a hands on approach to lead a customer centric team in a fast paced and constantly evolving environment.
Here's what we need
- Thrive in a dynamic, constantly changing environment while driving customer outcomes
- Lead and manage a hybrid customer support team (onshore and offshore)
- Collaborate closely with key departments (Sales, Customer Success, Manufacturing, and Engineering) to deliver impactful customer outcomes
- Facilitate fast and effective customer support by prioritizing workloads and managing team priorities
- Oversee the support escalation process, ensuring high priority issues are addressed quickly and thoroughly
- Engage in regular communication with Emesent's regional teams in the US and Europe, discussing customer issues and broader support solutions
- Proactively build and maintain customer relationships, including regular calls with key customers and partners to discuss support topics
- Foster quality internal relationships across the organisation to improve support processes
- Be willing to support regional business needs outside of standard business hours (as required)
What It Takes to Succeed
- 5+ years of experience in a technical industry (preferably mining or infrastructure)
- Proven track record of leading support teams through successful improvements and change initiatives
- Demonstrated success in developing and implementing customer support solutions that meet customer needs and drive business results
- Strong leadership skills with proven experience
- Exceptional customer facing presentation and influencing skills
- Experience in customer relationship management with the ability to engage with both corporate and site based stakeholders
- Excellent communication skills with the ability to articulate Emesent’s value proposition to customers and prospects
- Proficiency in utilising AI tools within a customer support environment to improve efficiency
Desirable Qualifications and Skills
- Experience supporting products or services in the mining industry
- Background in surveying or GIS
- Experience deploying customer facing AI support bots
- Strong organisational and time management skills
- Keen interest in industrial innovation and technology
- Demonstrated experience in introducing and supporting advanced technological products in the market
- Tertiary qualifications in mining, surveying, engineering or a related field are advantageous
The added perks
- Work alongside a friendly and passionate team on cutting edge technology! - We know that our success and growth is a result of our motivated and inspiring teams.
- Take up our genuine learning and development opportunities.
- Access to LinkedIn Learning platform.
- Employee Assistance Program.
- Qoctor, online telehealth
- Settle into our great work environment and facilities.
- Work in comfort with a casual dress code.
- Flexible working.
- 1 full day of leave, each year for work anniversaries!
Who are we?
Emesent is a world-leader in drone autonomy, LiDAR mapping, and data analytics. Our vision is to autonomously map the inaccessible. Founded in 2018, with deep connections to Australia's globally recognised CSIRO, we have established ourselves worldwide with a reputation for delivering high-quality data capture in the mining, infrastructure, survey, and mapping industries. Our team of 100+ roboticists, engineers, and business development experts work side-by-side to deliver revolutionary efficiency, safety, and operational insights to our customers.
Our flagship product, Hovermap, is a smart mobile scanning unit that combines advanced collision avoidance and autonomous flight technologies to map hazardous and GPS-denied environments. Its award-winning technology utilises innovative hardware, advanced algorithms, and machine learning to automate collection and analysis of the physical world. Equally capable above ground or underground, indoors, or out, Hovermap is a complete mobile LiDAR mapping solution. Hovermap is uniquely versatile, it can be backpack, drone, or vehicle-mounted to map challenging, inaccessible areas enabling our customers to gain insights that were not possible before.
With multiple applications across several industries and a rapidly growing customer base, Hovermap and our other solutions are being used commercially for a variety of applications by enterprise customers around the world.
Why Emesent?
At Emesent, you will have the opportunity to work on ground-breaking technology that is shaping the future. We offer a dynamic and collaborative work environment, competitive compensation, and opportunities for professional growth. Join us in our mission to push the boundaries of robotics and digitisation to help humanity explore further and understand more.