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Customer Support Manager at Employment Hero

Sydney, NSW

Are you a Customer Support Manager looking for your next role or challenge?

Employment Hero changes what people expect from employment! Employment Hero gives Australia's 2 million SMEs and their 8.5 million employees access to the employment benefits and financial well-being, that large organisations take for granted. We are also providing entrepreneurs, HR and payroll managers with a cloud platform that makes employing people so much easier.

This mid-level position is a great opportunity for a seasoned customer support manager who wants to supercharge their career the Cloud/SaaS HR Tech space. This is a full-time permanent role based in our Sydney CBD office close to Town Hall Station.

It's a unique chance to work closely with all Employment hero teams (account management, product, project management, payroll, development, sales) as you lead our customer success specialist to solve customer problems.

You'll join a progressive company at the forefront of HR technology with the opportunity to grow and develop with us. Ongoing training and support will be provided.

We work hard & play hard too!

In this role you'll be

  • Managing our first point of contact for customer support issues via email and over the phone - Level 1 & 2 Support
  • Taking full ownership of customer support issues as they are diagnosed and resolved, by your agents. This includes email & telephone customer contact.
  • Accurate recording and tracking all customer support issues through our ticketing system (Zendesk)
  • Setting new and improved processes for the betterment of our customer experience.
  • Curating and providing feedback for our product team to build a better, more feedback-driven product.
  • Reporting any bugs and edge cases using a priority framework including owning company-wide comms.
  • Holding the team to a high level of quality when passing defect and bug information to our Engineering teams.
  • Identifying and recommending how we can continuously improve our support and customer experience.
  • Creating support documentation and delivering team training regularly.
  • Providing and presenting regular reports to the Head of Client Services including goals, team performances. resourcing, initiatives and

Requirements

People-focused customer service manager who loves finding solutions to tough problems and driving success within a business:

  • 1-3 years managing a support team across multiple levels (international support team management experience highly regarded)
  • 3 years as an agent in a or number of complex support environment(s)
  • Second to none verbal and written communication skills
  • Resourceful in finding answers themselves especially when an issue is escalated, owning the issue to resolution
  • Ability to quickly learn and use various systems (Zendesk proficiency and admin certification highly regarded)
  • Strong attention to detail
  • Strong understanding of support team analytics including resourcing, segmentation and upskilling.
  • Able to collaborate with internal teams to problem solve
  • Effectively multitask and manage competing priorities

Benefits

Our 'Alliance' group of companies (Employment Hero, Employment Innovations and Power2Motivate), are proud to have such a positive and inclusive company culture that is genuinely focused on your happiness and well-being. Some of activities we have for you in the office every week are yoga classes, complimentary breakfast, 'bring your dog to work' day, personal training, Employee Benefits Program (points for prizes) and Friday afternoon celebrations. You'll also get an extra day of annual leave, flexible working, partner discounts and the opportunity to be rewarded for your hard work with a mystery group OS trip (our yearly Values Champion Awards).

Does this sound like the perfect role for you? Then we'd love to hear from you!

Additional information

At Employment Hero we make sure that our culture and product continues to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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Job Type

Full Time

About Employment Hero

Office address

  • 439-441 Kent Street, Sydney, NSW, 2000

Company size

51-200 people

Founded in

2014

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