Customer Support Lead

Location: West Region
Job Type: Temporary / Contract
Reference: JO-2004-8130

Job description:

  • Lead a customer support team of 8-10 staff responding to support tickets and reviews. This includes answering queries from the public and helping them in troubleshooting common technical issues.
  • Creating and updating FAQs, standard responses, and communication with the public
  • Working with stakeholders to develop responses on uncharted issues raised by the public  
  • Building standard templates and knowledge-base to enable staff to respond to enquiries efficiently and effectively 
  • Identifying critical feedback for escalation or cross agency referral 
  • Refining operation processes to maximize productivity of support resources
  • Reviewing responses made for training and improving support quality
  • Coaching and enforcing relevant customer service standards
  • Collating feedback and statistics across different channels to advise product design/engineering on improvements and new features for roadmap planning

Job requirements:

  • Diploma or Degree in any field
  • Proficiency with ticketing automation tools (e.g. Zendesk)
  • At least 6-8 years of relevant experience, supervisor at Customer service role preferred, training experience preferred
  • Proficiency with MS Office
  • Organised and able to keep up to speed with a steady flow of new information
  • Proactive in communicating problems and needs
  • Experience with coaching and strong in leadership skills with ability to motivate staff