Customer Support Manager – Contact Centre

Tyro Payments Limited; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

A mix of in-office and remote working

Learning and career development

18 weeks paid primary carers leave

12 weeks paid secondary carers leave

Annual team-based volunteer day

Birthday Leave

Power Up Day

Weekly team social events, snacks, etc

Taco Tuesdays

Mental health and wellness initiatives

Novated leasing

Job summary

Tyro Payments Limited seeks a Customer Support Manager – Contact Centre to lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving strategy, culture and continuous improvement of our service environment.

You'll build a high-performing, engaged team in collaboration with leaders across Customer Excellence and Strategic Accounts to deliver an exceptional customer experience and scalable support models.

Qualifications

• Proven experience leading and managing high-performing Customer Support teams in a fast-paced, high-volume contact centre environment.
• Strong people leadership skills, with a track record of coaching, developing and motivating teams and leaders to deliver exceptional customer experiences.
• Solid understanding of contact centre operations, workforce management and performance metrics, including CSAT, FCR, AHT, occupancy and adherence.
• Experience driving operational improvements, streamlining processes and implementing initiatives that improve efficiency, productivity and customer satisfaction.
• A strategic mindset combined with a hands-on leadership approach, with the ability to balance day-to-day operational priorities with longer-term business objectives.
• Experience managing workforce capacity, resource planning, budgets and headcount to support business performance and growth.
• Confidence using data, reporting and performance insights to identify opportunities, make informed decisions and drive continuous improvement.
• Experience implementing new technologies, digital tools or multichannel support solutions to enhance the customer and employee experience.
• Strong stakeholder management and communication skills, with the ability to collaborate across teams, influence outcomes and drive positive change.
• A people-first leadership style, with a passion for building an inclusive, engaged and high-performing team culture.
• Sound understanding of operational risk, compliance and customer data protection within a customer service environment.
• Adaptability and resilience, with the ability to lead teams through change while maintaining service quality and employee engagement.

Responsibilities

• Embed the service differentiating initiatives to enable scale across the other Customer Support teams
• Focus driving the key indicators being; TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence and employee engagement
• Focus on delivering an authentic customer experience through reducing or eliminating non-value-add calls
• Constantly review digital capabilities to enhance efficiency and ultimately the customer experience
• Engaging workforce planning to understand future work capacity planning requirements and subsequent recruiting plan
• Establish a scalable operating model through delivering a sustainable cross skilling capability – build contingencies
• Work with the ‘Head-of’ to on-board the new telephone technology and establish an multi-channel experience for our merchants, improving both staff and customer satisfaction, productivity and building capacity in the current model
• Roll out and embed key performance indicators, for frontline and leaders, to drive performance, quality, Tyro Values and customer experience
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
• Identify, develop and implement opportunities to improve customer service performance
• Build a transparent environment through individual digital profiling
• Take ownership to reduce the silo mentality across ‘Customer’ through establishing outstanding innovative stakeholder partnership
• Building and maintaining effective internal and external stakeholder relationships
• Work with WFM to develop reporting that produces actionable insights for upper management and frontline leaders
• Team performance standards that are measured and managed through daily, weekly, monthly and quarterly reporting and analysis with both quantitative and qualitative measures and targets.
• Ongoing enhancements of KPI’s as an accurate measure of performance
• Management of business units financials and budget planning including FTE plan and ensuring costs are managed in line with approved budgets

Skills

People leadership

Customer support

Workforce management

Data-driven

Stakeholder management

Multichannel

Strategy

Tools

CRM systems

Job description

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands‑on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro here.

About the role

As our Customer Support Manager – Contact Centre you'll lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving the strategy, culture and continuous improvement of our service environment. You'll play a key role in building a high-performing, engaged team that consistently delivers an exceptional customer experience.

Working closely with leaders across Customer Excellence and Strategic Accounts, you'll help shape an efficient, scalable support model that brings together first and second-level support. You'll focus on improving operational performance, streamlining processes, reducing call volumes and building a strong team culture that empowers our people to deliver outstanding service.

What you'll do

• Embed the service differentiating initiatives to enable scale across the other Customer Support teams

• Focus driving the key indicators being; TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence and employee engagement

• Focus on delivering an authentic customer experience through reducing or eliminating non-value-add calls

• Constantly review digital capabilities to enhance efficiency and ultimately the customer experience

• Engaging workforce planning to understand future work capacity planning requirements and subsequent recruiting plan

• Establish a scalable operating model through delivering a sustainable cross skilling capability – build contingencies

• Work with the ‘Head-of’ to on-board the new telephone technology and establish an multi-channel experience for our merchants, improving both staff and customer satisfaction, productivity and building capacity in the current model

• Roll out and embed key performance indicators, for frontline and leaders, to drive performance, quality, Tyro Values and customer experience

• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience

• Identify, develop and implement opportunities to improve customer service performance

• Build a transparent environment through individual digital profiling

• Take ownership to reduce the silo mentality across ‘Customer’ through establishing outstanding innovative stakeholder partnership

• Building and maintaining effective internal and external stakeholder relationships

• Work with WFM to develop reporting that produces actionable insights for upper management and frontline leaders

Operational leadership; a hands-on approach

• Team performance standards that are measured and managed through daily, weekly, monthly and quarterly reporting and analysis with both quantitative and qualitative measures and targets.

• Ongoing enhancements of KPI’s as an accurate measure of performance

• Management of business units financials and budget planning including FTE plan and ensuring costs are managed in line with approved budgets

People leadership, training and development

• Recruit, retain, manage and motivate staff in line with approved headcounts and objectives as agreed

• Coach, Mentor and develop a high performing team by driving Tyro’s culture and desired behaviours across all teams

• Continue to establish a high performing leadership team to embed a best in industry customer experience

• Manage the impact of change across the Customer Support team to ensure minimal customer impact

• Establish cross sell capability through a customer education mindset

Risk Management

• Ensure day to day compliance requirements are met, as per Tyro’s guidelines, with particular emphasis on the protection of sensitive customer information

• Develop appropriate processes and controls to minimise Tyro’s overall risk

• Develop and deliver process and operational improvement initiatives as outlined in audit reports

Employee Engagement

• Highly participative and innovative thought leadership within Tyro, and capable of engaging, consulting and creating strong business relationships to drive tangible business outcomes

• Constructively promotes the Tyro values and ensures team members and peers are respectfully treated, diversity in the workplace is recognised and team and individual performance is appropriately recognised to ensure operational plans are over-achieved

What you'll bring

• Proven experience leading and managing high-performing Customer Support teams in a fast-paced, high-volume contact centre environment.

• Strong people leadership skills, with a track record of coaching, developing and motivating teams and leaders to deliver exceptional customer experiences.

• Solid understanding of contact centre operations, workforce management and performance metrics, including CSAT, FCR, AHT, occupancy and adherence.

• Experience driving operational improvements, streamlining processes and implementing initiatives that improve efficiency, productivity and customer satisfaction.

• A strategic mindset combined with a hands-on leadership approach, with the ability to balance day-to-day operational priorities with longer-term business objectives.

• Experience managing workforce capacity, resource planning, budgets and headcount to support business performance and growth.

• Confidence using data, reporting and performance insights to identify opportunities, make informed decisions and drive continuous improvement.

• Experience implementing new technologies, digital tools or multichannel support solutions to enhance the customer and employee experience.

• Strong stakeholder management and communication skills, with the ability to collaborate across teams, influence outcomes and drive positive change.

• A people-first leadership style, with a passion for building an inclusive, engaged and high-performing team culture.

• Sound understanding of operational risk, compliance and customer data protection within a customer service environment.

• Adaptability and resilience, with the ability to lead teams through change while maintaining service quality and employee engagement.

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll also receive:

• A mix of in-office and remote working (3 days in the office)

• Learning and career development opportunities

• 18 weeks paid primary carers leave

• 12 weeks paid secondary carers leave

• Annual team-based volunteer day

• Birthday Leave

• Power Up Day (Additional day of leave)

• Weekly team social events, snacks, craft beer and wine, ping pong and video games

• Taco Tuesdays

• Mental health and wellness initiatives

• Novated leasing

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.