Senior Customer Support Lead - Remote (ANZ)

ReadyTech Group; New Zealand; Hybrid; NZD 60.000 - 85.000; Vollzeit

Benefits dieser Stelle

Birthday day off

Additional leave days

Awards and travel incentives

Hybrid work

Employee assistance programs

Parental leave top-up

Volunteer leave

Merchandise drops

Zusammenfassung

ReadyTech Group in Australia and New Zealand is seeking a Senior Customer Support Agent to deliver engaging service via phone, email or live chat, driving continuous improvement of our Customer Support OKRs. You will support the Team Leader and act as escalation for less experienced agents.

You will coach teammates, monitor frontline channels in real time, ensure all case data in Salesforce is complete, and collaborate with the product team on customer feedback and service enhancements.

Qualifikationen

• Experience delivering customer service via phone, email and live chat.
• Ability to explain complex issues in simple terms.
• Coaching and mentoring skills to guide teammates.
• Strong technical curiosity and problem-solving mindset.

Aufgaben

• Understand KPIs and how they impact customer support OKRs.
• Respond to customers via phone, email and live chat professionally.
• Coach and mentor agents to resolve issues and empower ownership.
• Monitor frontline channel in real time and assist junior agents.
• Document case data and resolutions in Salesforce clearly.
• Take ownership of issues through to resolution and communicate outcomes.
• Provide constructive customer feedback to the product team.
• Review caseload and feedback with Team Leader for improvements.
• Engage in ongoing professional development and share best practices.
• Identify opportunities for continuous improvement in the support function.

Kenntnisse

Strong system acumen

Tech-savvy

Empathy in customer service

Coaching and mentoring

Communication skills

Tools

Salesforce

Jobbeschreibung

ReadyTech Group in Australia and New Zealand is seeking a Senior Customer Support Agent to deliver engaging service via phone, email or live chat, driving continuous improvement of our Customer Support OKRs. You will support the Team Leader and act as escalation for less experienced agents.

You will coach teammates, monitor frontline channels in real time, ensure all case data in Salesforce is complete, and collaborate with the product team on customer feedback and service enhancements.