Customer Support Team Lead (Discover)

  • Full-time
  • Role type: People Leader
  • Department: Global Contact Center
  • Division: Global Operations

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

About the opportunity

Join our Childcare & Education vertical as Support Team Lead 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 into the Senior Manager of Service Delivery, you will help us manage a team of Customer Support Coordinators. The team that provides the support and expertise educators need to manage their centres smoothly, improve parent engagement, and deliver the best educational experience.

Some of the other responsibilities include:

  • Ensuring the team are able to reach their individual and team goals, and maintaining role metrics at the levels set by the organisation
  • Managing and monitoring our ticketing system, and identifying and implementing improvements in our processes
  • Rostering and managing the workload of the team. The Discover Support Team work across email, phone and live chat so experience in balancing headcount to manage multiple channels of support is desirable
  • Maintaining a broad and deep knowledge of all company products, services and promotions and ensuring this knowledge is built up within Customer Support Coordinators
  • Supporting the implementation of systems-improvement initiatives and the introduction and roll-out of new technologies
  • Fostering a mindset of continuous improvement within the site

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

Qualifications

What would make me a good candidate?

  •  Proven previous experience in a contact centre environment, ideally as a Team Lead or Manager
  • A history of success, in driving individual and team performance towards defined objectives
  • Experience in a SAAS, or similar, business environment, preferable in a customer-facing role
  • Must be an Australian citizen or have eligibility and documentation demonstrating your right to work in Australia
  • Must hold, or be able to obtain, a current Working With Children Check
  • You bring excellent customer services skills, demonstrated daily by working quickly and accurately to resolve customers queries
  • You're able to multitask, prioritise, and manage time effectively
  • You show awareness of your own strengths and areas for growth, and a desire to develop and apply new skills

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences - people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.

Additional Information

Life at Xplor

You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits:

  • 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
  • #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
  • Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
  • Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
  • Access to free mental health support
  • Flexible working arrangements

Ready to apply? 

To start your application, please submit your resume and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.  

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected]

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected]

More about us 

We're the first global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing ‘everyday life’ verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform. Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email. 

To learn more about us and our products, please visit www.xplortechnologies.com/careers

We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/recruitment-faqs.

Please note that we do not exclusively rely on artificial intelligence (AI) when making hiring, promotion or any other employment decisions. We don’t have any AI tools in place that are capable of making these kinds of hiring decisions for us.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

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