Fabled Co. is dedicated to delivering exceptional products and experiences to our customers. We value creativity, innovation, and a customer-first mindset. As we continue to grow, we are seeking a Customer Support Coordinator who shares our passion for customer satisfaction and can lead our support team to new heights.
Position Overview: The Customer Support Coordinator will oversee the daily operations of our customer support team, ensuring that every interaction with our customers is positive, efficient, and aligned with Fabled Co.'s brand values.
This role requires a proactive leader who can build and maintain a high-performing support team, develop customer service strategies, and act as a bridge between customers and the company to enhance overall customer experience.
Key Responsibilities: Recruit, train, and mentor a team of customer support representatives.Foster a positive and collaborative team environment that encourages growth and professional development.Monitor team performance and provide regular feedback to ensure high levels of customer satisfaction.Customer Support Operations: Manage day-to-day customer support operations, including ticketing systems, phone support, and live chat.Ensure timely and effective resolution of customer inquiries and issues, maintaining a high standard of service.Develop and implement customer support policies and procedures to enhance efficiency and consistency.Customer Experience Strategy: Identify areas for improvement in the customer support process and implement solutions to enhance customer experience.Gather and analyse customer feedback to inform product development and service improvements.Work closely with other departments (e.g., Sales, Marketing, Product) to ensure a cohesive customer journey.Reporting & Analytics: Track and report on key customer support metrics (e.g., response times, resolution rates, customer satisfaction scores).Utilize data to identify trends, inform strategic decisions, and continuously improve support operations.Crisis Management: Manage complex or escalated customer issues, ensuring swift and satisfactory resolutions.Develop and implement crisis response protocols to handle service outages, product issues, or other urgent situations.Qualifications: Proven experience in a customer support management role, preferably in a fast-paced, customer-focused environment.Strong leadership skills with experience in building and managing high-performing teams.Excellent communication and interpersonal skills.Analytical mindset with the ability to leverage data to drive decisions.Familiarity with customer support software (specifically Zendesk) and CRM systems.Ability to work collaboratively across departments and adapt to changing priorities.Passion for customer service and a commitment to delivering exceptional customer experiences.Why Fabled Co.: Be part of a dynamic and innovative company committed to delivering outstanding products and services.Opportunities for professional growth and development.A collaborative and supportive work environment.How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their experience and passion for customer support via SEEK.
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