Customer Support Manager
Lead the Customer Support team to deliver service excellence to REA customers and consumers, managing an end‐to‐end support experience for a broad range of products and technical troubleshooting.
What the role is all about
* Leading and coaching the team to deliver customer service excellence that drives brand advocacy and loyalty.
* Working across the business to remove roadblocks.
* Connecting the team to purpose and strategy, ensuring they understand the meaning and contribution of their role.
* Empowering the team with performance data, feedback and quality conversations to support their development and progression.
* Understanding the metrics that matter and optimising how they are used to improve team productivity, efficiency and quality.
* Leading continuous performance improvement of both people and processes, with the ultimate goal of driving customer value.
* Actively managing operations and working with the Customer Support leadership team to optimise the workforce to meet customer expectations for timeliness and quality of service.
* Effectively managing operational risk in the area of responsibility, ensuring risks are proactively identified and effectively controlled.
Who we're looking for
* Experience in a customer service and/or operational environment that is fast‐paced and change‐intensive.
* A leader who can capture the hearts and minds of their team, help them understand our business purpose and strategy, and inspire them to perform and grow.
* Proven success with creative problem solving to deliver a better customer and employee experience.
* Experience working as a team to continuously and sustainably improve processes and drive customer value.
* Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets.
* Knowledge of forecasting and capacity planning in an operational environment.
* Experience working with internal stakeholders to reduce customer and employee pain points.
Perks & Benefits
* Hybrid and flexible approach to working.
* Flexible leave options including birthday leave and the ability to purchase additional leave.
* Flexible parental leave offering for primary and secondary carers.
* The We Care program offers volunteering leave, community grants and matched payroll giving.
* The Community Café donates 100% of revenue to charity.
* Hackdays to bring big ideas to life.
* Commitment to diversity, equity and inclusion, providing a working environment that embraces and values diverse ideas and experiences.
Commitment to Diversity, Equity and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion.
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