AddressAre you a dynamic leader with a passion for delivering exceptional customer service? We're seeking a Customer Support Team Leader to join our team and oversee our dedicated support staff. Reporting directly to the Head of Customer Experience, you will play a pivotal role in ensuring our team meets and exceeds customer resolution standards as outlined in our SLAs. If you're ready to drive performance, enhance productivity, and make a significant impact on both our team and our customers, we want to hear from you!
About MediRecords
At MediRecords, we're at the forefront of revolutionising healthcare technology. Our innovative solutions empower healthcare providers with cutting-edge tools for exceptional patient care. Trusted by doctors, multidisciplinary clinics, hospitals, and government departments nationwide, our products drive impact. As a growing company, we foster a collaborative culture with a strong commitment to business integrity.
About the Role
As a Customer Support Team Leader, you will oversee the day-to-day operations and performance of our Customer Support Coordinators, ensuring that our team consistently delivers high-quality support in line with our customer contract SLAs. This role requires a proactive and hands-on leader who can drive performance, foster a positive team culture, and act as an escalation point for complex customer issues. You will work closely with various internal stakeholders to continuously improve our support processes and contribute to major projects that enhance customer success.
Key Responsibilities:
- Oversee daily operations and performance of Customer Support Coordinators.
- Conduct regular one-on-one meetings for staff well-being and development.
- Monitor and drive KPI, OKR, and QA performance.
- Create and maintain shift schedules to meet customer needs.
- Shape and lead team culture by example.
- Conduct daily meetings and provide team updates.
- Complete reporting related to customer SLAs.
- Design and implement training for new and existing staff.
- Act as an escalation point for customer inquiries and complaints.
- Collaborate with internal stakeholders across departments.
- Document and standardise workflow processes.
- Maintain and configure support-based systems for operational excellence.
- Lead support activities for Customer Success projects.
- Contribute to major projects as needed.
About You:
- Experienced leader with skills in mentoring and coaching.
- Inspirational and motivational, boosting team morale.
- Dedicated to delivering excellent customer experiences.
- Strong verbal and written communication skills.
- Creative problem-solver with a proactive approach.
- Committed to continuous learning and development.
- Quick to adapt to product and service changes.
- Efficient multitasker with strong task prioritisation skills.
- Excellent at managing relationships with stakeholders.
- Skilled in conflict management and fostering positive customer relations.
- Sound decision-making and strong judgment.
Benefits
- Secure a permanent full-time role with a highly competitive salary package.
- Thrive in a dynamic and collaborative team environment, surrounded by driven and like-minded peers.
- Enjoy the flexibility of a hybrid work environment, granting you the autonomy to excel both in the office and remotely, enabling a balanced work-life integration.
- Access exclusive Employment Hero discounts on a wide range of products and services, from everyday essentials to entertainment options.
- Propel your professional growth with tailored career development opportunities designed to align with your unique interests and goals.
Learn more about MediRecords at www.medirecords.com
We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant.
