Customer Support Team Lead

Our client is a non-profit organization based in the US, with operations in the US, UK, and a satellite office in Melbourne supporting Australia, New Zealand, and the broader APAC region. They are seeking a Technical Customer Consultant Team Leader with strong customer service orientation and team management skills to oversee a team of 6 customer support staff. The ideal candidate will ensure efficient and accurate technical support to users and businesses.
Role Overview:As the Technical Customer Consultant Team Leader, you will:
Manage a team of 6 customer support staff, addressing the joys and challenges of staff management.Report to a manager based in the Netherlands.Collaborate with local Team Leaders for ANZ (4 in total) to share information, support new project implementations, and resolve local technical issues.Support the suite of products.Ensure the team systematically stays updated with product updates, fixes, and other relevant information.Act as the escalation point for more complex client issues.Liaise with overseas offices and similar teams to align on information and operating expectations for the ANZ region.Oversee a 5-day support operation, Monday to Friday, from approximately 7 am to 10 pm.What's in it for you:Be a part of supporting advancements at the leading edge of science or helping children build a strong learning foundation; shared knowledge is the common thread.Enjoy a hybrid work environment with 3 days in the office in Melbourne's CBD.Receive an attractive salary of $90-95k + Super.Join a very stable, close-knit team with an average tenure of over 10 years.Requirements:Strong client-facing and communication skills.Strong customer service orientation.Advanced troubleshooting and multitasking skills.Any knowledge of a CMS, LMS, or KMS would be helpful but not necessary.Proven experience in managing an experienced team.Flexibility to work in a hybrid environment and adjust to different work schedules as needed.Strong multitasking abilities to manage multiple priorities and tasks simultaneously.Excellent organizational skills to keep track of team performance, product updates, and client issues.Time management skills to ensure efficient operation of the support team. #J-18808-Ljbffr