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 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 is 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 works 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, preferably 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 service skills, demonstrated daily by working quickly and accurately to resolve customer 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.
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.
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