WFH and remote working arrangements as well as flexible hours
- Work within a well-known and well-funded start-up in an exciting growth phase
- Excellent career progression on offer reporting directly to the CTO / Co-Founder
**Woods & Co Recruitment **has partnered with one of Australia's leading medical software start-ups in search of a Customer Engagement Manager. This company helps thousands of Australians, doctors and medical businesses daily through their platform solution. As well as helping to make outdated medical processes more efficient for doctors and patients, you will play a large role in the management and development of the Customer Support team.
**What's in it for you?**
- Market-competitive salary
- WFH and remote working arrangements / flexible hours
- Join an exciting start-up in the medical software space with solid funding and an excellent growth trajectory
- Career progression on offer as the company continues to expand
- Proven user base with 500,000 + monthly site visits and growing
- One of Australia's fastest growing start-ups securing $15 million in funding to date
- Have a say in improving the CS function and make it your own reporting directly to the CTO / Co-Founder
**What do you do?**
Reporting directly to the CTO and managing a team of 15 Customer Support agents (2 at any time) your responsibilities include
- Overseeing the CS team and managing the quality/ volume of support delivered
- Developing a high-level understanding of the client's complex proprietary software system and disseminating experience and skills with the team
- Training and developing any current and new CS agents around the software and CS procedures and standards
- Establishing and developing knowledge-based articles / procedures to ensure consistent and uniform standard of service
- Analyse and report CS based analytics and satisfaction reports to help the business make improvements
**What do you need?**
- 3+ years of experience in a team/ people management role
- Experience with intercom ticketing system preferable
- Strong technical background and understanding required to grasp the proprietary software used to support customers
- Outstanding verbal and written communication
- Ability to think strategically and lead
- Tertiary qualifications in a related field of business admin or IT preferred
- Proactive, investigative and resilient mindset to go above and beyond when troubleshooting
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- **You will only be contacted if you are shortlisted
📌 Customer Engagement Manager
🏢 WoodsRecruitment
📍 Melbourne