Customer Support Team Lead

RPMGlobal; Perth; On-site; AUD 90,000 - 120,000; Full time

Job summary

RPMGlobal in Perth is seeking a dynamic Customer Support Team Lead to guide a team of consultants delivering top-tier service to clients. The role focuses on resolving technical issues, driving customer satisfaction, and coordinating with Product Development, Consulting, and Sales to ensure a seamless experience.

The position is permanent full-time, based in our Perth CBD office with occasional work-from-home; a mining-application background is preferred and ITIL certification is advantageous.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• 3 years experience in customer support, with at least 1 year in a leadership role.
• Strong technical knowledge of software applications and troubleshooting.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong problem-solving skills and a customer-centric approach.
• Ability to proactively takes ownership of tasks and drive them to successful completion
• Familiarity with ticket management software.
• ITIL certification and experience preferable.
• Exposure to the mining industry would be highly regarded.
• Strong command of the English language in both verbal and written form
• Must have the legal right to work in Australia.

Responsibilities

• Lead, mentor, and manage a team of Customer Support Consultants, fostering a positive and productive work environment.
• Oversee daily operations of the Customer Support team, including ticket management, performance management, and quality assurance.
• Provide technical assistance and support for software applications, resolving customer issues efficiently and effectively.
• Ensure team adherence to customer support policies, procedures, and best practices to enhance service delivery.
• Monitor and analyse support metrics to identify trends and areas for improvement.
• Collaborate with other departments, including Product Development, Consulting and Sales, to ensure a seamless customer experience.
• Conduct regular training sessions to keep the team updated on product knowledge and customer service skills.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Prepare and present reports on team performance and customer feedback to senior management.

Skills

Leadership

Customer support

Communication

Problem solving

Ownership

Team motivation

ITIL

Mining exposure

English fluency

Education

Bachelor's degree in CS/IT/Business

Tools

Ticket management software

Job description

About The Role

We are seeking a dynamic and experienced Customer Support Team Leader to join our team. As the Customer Support Team Lead, you will be responsible for leading a team of Customer Support Consultants, ensuring they deliver outstanding service to our clients. You will play a critical role in maintaining high levels of customer satisfaction, resolving technical issues, and providing strategic support to our valued customers.

This is a permanent full-time position in either our Perth CBD office headquarters. This position is in-office; however, it allows for ad hoc working from home.

The Customer Support Team Lead will have experience in application support in the mining industry and a proven history of driving a high performing, customer-centric team culture. To achieve excellent customer outcomes, the Team Lead will be required to work directly with end users of these products and with various teams across our global business.

Candidates with prior experience in RPM’s software or mining software applications will be highly regarded.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Support Consultants, fostering a positive and productive work environment.
• Oversee daily operations of the Customer Support team, including ticket management, performance management, and quality assurance.
• Provide technical assistance and support for software applications, resolving customer issues efficiently and effectively.
• Ensure team adherence to customer support policies, procedures, and best practices to enhance service delivery.
• Monitor and analyse support metrics to identify trends and areas for improvement.
• Collaborate with other departments, including Product Development, Consulting and Sales, to ensure a seamless customer experience.
• Conduct regular training sessions to keep the team updated on product knowledge and customer service skills.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Prepare and present reports on team performance and customer feedback to senior management.

About You

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field preferred.
• 3 years experience in customer support, with at least 1 year in a leadership role.
• Strong technical knowledge of software applications and troubleshooting.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong problem-solving skills and a customer-centric approach.
• Ability to proactively takes ownership of tasks and drive them to successful completion
• Familiarity with ticket management software.
• ITIL certification and experience preferable.
• Exposure to the mining industry would be highly regarded.
• Strong command of the English language in both verbal and written form
• Must have the legal right to work in Australia

About RPM

RPMGlobal is the mining industry’s leading enterprise technology and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years.

We advance the mining industry towards a safer, more efficient, and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation, and sustainability, we strive to create safer and more efficient operations for our mining customers.

Our focus on providing advanced mining enterprise technology and training across the mining lifecycle enables us to guide customers through the industry's current and emerging challenges worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG-related expectations.

Please, no agencies or recruiters.