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Customer Support Team Lead

MyPass Global

MyPass Global

Customer Service
Cebu City, Cebu, Philippines
Posted on Thursday, May 30, 2024
MyPass Global is on a mission to empower safe, agile & connected communities.
Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry ‘source of truth’ for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.
Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:
BRING OUT THE BEST
We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
CHALLENGE THE NORM
We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
TREAT PEOPLE WELL
We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
WALK THE WALK
We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.
Position Purpose Statement
The Customer Support Team Lead is responsible for supervising and driving the Customer Support team to deliver the desired output set by the business on a day-to-day basis. This role guides the support team to ensure that they provide exceptional experience in every customer interaction in accordance with MyPass policies and service delivery standards. This role is also accountable for reliability, implementation of Employee Relations, conducts Discipline Management and Performance Management, and manages the Continuous Improvement cycle of the Customer Support team, ensuring that the team is operating to the expected standard. This role will provide advice to management regarding areas for improvement in team tools and processes to improve business outcomes and/or to create operational efficiencies. This role will be a subject-matter expert in the MyPass Global Platform and its features and functionality.

Key Responsibilities

  • Customer Support Management: Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer issues. Monitor support channels (email, messaging, forms) to ensure high service standards are maintained.
  • Performance Management: Conduct performance review, deliver coaching to the team so they perform at the maximum levels. Mentor and develop team members by providing guidance, training and feedback to address gaps and improve performance.
  • Performance Monitoring: Monitor key performance metrics, track and measure individual and team goals on a regular basis to ensure that organizational targets are met. This includes monitoring the team's activity and productivity and ensuring that workload is distributed evenly.
  • Customer Relationship Management: Be aware of Service expectations of key customers, understanding which Customers require a more tailored service delivery approach and working with the Strategic Accounts team to proactively identify opportunities to enhance customer success and engagement.
  • Performance Analysis and Reporting: Track and analyse key performance indicators (KPIs) to measure team performance. Prepare and present reports on team performance, customer feedback, and support trends to management.
  • Complaint and Escalation Management: Handle escalated customer inquiries and complaints with professionalism and efficiency.
  • Communication: Conduct regular team meetings to discuss performance metrics, updates, and strategies.
  • Workforce Management: Manage the team schedule to ensure sufficient support coverage based on ticket influx. Oversee the day-to-day attendance and reliability and approve timesheets in accordance with business rules. Ensure capacity trends are reported to management.
  • Performance Improvement Program: Identifying the need for, and implementing and managing performance improvement plans when targets goals are not being met by team members.
  • Team Leadership: Foster a positive, results-oriented, and collaborative team environment. Drive a high performance culture by ensuring that expectations are clearly communicated and reinforced in a positive fashion. Develop and implement strategies to optimise customer support processes, ensuring timely and effective resolution of customer inquiries.
  • Continuous Improvement: Develop and refine customer support processes and workflows to enhance efficiency and customer satisfaction. Implement and maintain support documentation, FAQs, and knowledge base articles. Collaborate with product, stakeholders and other relevant teams to relay customer feedback and drive product improvements.
  • Quality Assurance: Collaborate with quality assurance to identify and address recurring areas for improvement in service delivery and/or agent responses through training and refreshers.
  • Technical Expertise: Maintain a deep understanding of MyPass platform. Stay updated on industry trends and best practices in SaaS customer support. Provide technical guidance and support to the team as needed.
  • Collaboration: Engage with the Implementation team to ensure that Key Customer requirements are documented and appropriate support processes are implemented relating to any custom processes.

Key Requirements

  • Must have a minimum of two (2) years experience in a leadership role of a technical support team.
  • Bachelor’s degree in Information Technology, Business, Communications, or a related field is an advantage.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in using customer support software and CRM systems.
  • Strong problem-solving and analytical skills.
  • Ability to handle technical issues and provide clear, concise solutions.
  • Experience in developing and implementing support processes and documentation.
  • Ability to work in a fast-paced environment and manage multiple priorities effectively.

Key Accountabilities

  • Responsible for ensuring that the team is meeting their individual and collective KPIs including CES, QA scores, Productivity & SLA adherence.
  • 100% coaching compliance once weekly for all direct reports.
  • Responsible for re-designing the Support Ticket escalation process as fit.
  • Responsible for the coaching, development and mentoring of Customer Support Representatives, Bilingual Customer Support Representative and Customer Support Specialists.

Measures of Success

  • 60% Average Quantitative Team Score (KPI Based)
  • Support SLA
  • Customer Experience Survey
  • SPD (Solves per day)
  • QA Score
  • 40% Qualitative (Values Based)
  • Treat People Well
  • Challenge The Norm
  • Walk the Walk
  • Bring Out The Best

Development Objectives

  • 0-3 Months
  • Build internal relationships with internal and external stakeholders.
  • Develop an intimate understanding of the product and range of use cases.
  • Acquire understanding of the current L1 Support Metrics for Support and Onboarding.
  • Provide ongoing coaching and feedback to team members.
  • Collaborate with other departments to streamline workflows and communication as needed.
  • 3-6 Months
  • Incorporate the MyPass support framework in coaching discussion.
  • Develop long-term strategies for ongoing team development and customer support improvements.
  • Set quarterly and annual goals aligned with the company’s objectives
  • Continue to refine and optimize support processes based on feedback and performance data.
  • 6 – 12 Months
  • Stay updated on industry trends and best practices to keep the support team ahead of the curve.
  • Explore new technologies and methodologies to enhance customer support capabilities.
  • Foster a culture of innovation and continuous improvement within the team.
  • Encourage continuous learning and professional development within the team.
Information Security Accountabilities
Management:
- Determine and allocate the resources required to maintain and continuously improve the ISMS
- Ensure information Security requirements are communicated and understood across all levels of the business
- Ensure business activities support the security of information
- Promote the continuous improvement of information security
- Ensure changes to the ISMS are effectively communicated to the business and stakeholders
Senior Leaders:
- Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role
- Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role
- Ensure direct reports demonstrate the information security skills and knowledge required for their job role
- Ensure induction and training focus on the most relevant information security aspects for each job role
Employees:
- Understand own contribution to the effectiveness of the ISMS
- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
- Understand the consequences of non-compliance with the requirements of the ISMS
- Understand information security guidelines related to own job role