AddressAbout the opportunity
Join our Fitness & Wellbeing Team as a Customer Support Manager in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting to the Senior Manager, Software Support, you'll help us drive engagement, excellence, and a focus on building relationships with our customers and colleagues, whilst meeting and exceeding service levels agreements for the resolution of support tickets. You'll also lead a team of Software Support professionals to meet the needs of our customers on software related enquiries.
Some of the other responsibilities include:
- Manage a regional team of Software Support Advisors in the delivery of software customer service
- Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution
- Partner with leadership and commercial teams to identify and plan essential work in the context of software support
- Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently
- Ensure that the team adheres to regional policies within software support for Xplor products
- Contribute to frameworks and internal resources to support the resolution of technical issues within your team
- Demonstrate and enforce best practices within the department on software support matters
- Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
- Proactively engage and upskill yourself in new iterations of the software along with your team
- Find new ways to reduce the average ticket turnaround time and improve SLAs
- Optimise, standardise, and manage Support metrics across all channels (call centre, online chat, email) to ensure customer satisfaction, and report statistical performance levels
For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.
