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Customer Support Team Lead
vor 2 Monaten
Customer Support Team Lead (Tyro Health)
Apply locations: Sydney, NSW Time type: Full time Posted on: Posted 2 Days Ago Job requisition id: JR288
Why work for Tyro
We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
About the role:
The Customer Support Team Lead is responsible for leading a team of technical support and claiming specialists across our Health product suite. They are responsible for enabling and empowering the team to deliver a best-in-class customer experience through coaching, mentoring and capability uplift, to drive business outcomes.
Please note that the successful candidate is expected to start in January 2025.
What you'll do:
Team Leadership & Management
Lead a team of technical support agents, providing guidance, motivation, and support to achieve and exceed performance targets.
Conduct regular one-on-one meetings and team huddles to foster open communication and team cohesion.
Set clear goals and expectations for team members and hold them accountable for their performance.
Identify training needs and conduct or facilitate training sessions to improve team skills and knowledge.
If required, be the Customer Support contact point or distribution point for any outage or incident at any time.
Performance Monitoring & Reporting
Monitor agent conversations to ensure high quality, accurate, and timely responses.
Track team performance metrics and compile regular reports for management.
Use performance data to identify trends, areas of improvement, and success stories within the team.
Customer Service Excellence
Handle escalated customer issues and provide effective resolutions.
Work with the Customer Excellence team to resolve customer complaints in a timely manner.
Ensure team members follow company policies, guidelines, and procedures when assisting customers.
Implement strategies to increase customer satisfaction and loyalty, reducing response times and enhancing service quality.
Process Improvement
Collaborate with other departments to provide feedback on customer pain points and opportunities for improvement.
Develop and implement initiatives to streamline workflows and improve the efficiency of chat support.
Identify gaps in chat support operations and recommend improvements for tools, systems, and processes.
Work with the customer operations manager to drive change initiatives within your team.
Team Development
Provide ongoing coaching, feedback, and mentorship to team members to help them reach their full potential.
Recognise and reward outstanding performance to encourage a high performance, positive culture.
Support career development for team members, helping them to build skills and competencies for advancement.
Work with the Customer Operations Manager to deliver customised training and professional development plans for each team member.
Facilitate team meetings / training sessions to address key areas of focus at an individual or team level.
Live the Tyro values
Provide support and assistance to colleagues as needed, fostering a positive and collaborative work environment.
Be good, lead by example and aid with mentoring and the professional development of others.
Take initiative in self-development by seeking out additional training opportunities, workshops, or resources to enhance skills and knowledge.
Set personal goals for professional growth and development, working towards advancement within the organisation.
Represent the company positively in all interactions with customers, colleagues, and stakeholders.
Be curious & ask questions; present ideas/concepts that challenge the conventional way of doing things.
Raise potential risk issues in daily operations across systems, policies and procedures that may result in Tyro being exposed to financial instability, fraud, not fulfilling regulatory requirements or litigation including behaviours that may be discriminatory or undermine Tyro's values.
Adherence to regulatory and Tyro's policies and procedures, in particular operating within set delegations and authorities.
What you'll bring:
Experienced customer support leader with minimum 3 years' experience in omni-channel support.
Intermediate to advanced Salesforce and Amazon Connect skills.
Sound knowledge of private health insurance and Medicare claiming systems.
Experience with chat AI technologies.
Proven track record of delivering operational SLAs.
Experience managing operational efficiencies.
Agile and willing to drive change.
Excellent time management and organisational skills.
Excellent verbal and written communication skills.
Customer focussed experience within the Health or Banking/Finance industries, preferably with knowledge of payment services (desirable).
Understanding of payments equipment and Point of Sale systems (desirable).
Understanding of Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements (desirable).
Experience managing operational efficiencies in a support function (desirable).
Intermediate Verint skills (desirable).
Perks and Benefits
We've worked hard to create an environment that's big on diversity, inclusion, and flexibility, and one that suits the changing needs of our people across Australia. Here are just some of the things Tyros tell us they love about working here:
A hybrid working policy that truly enables you to live your best life
Learning and career development opportunities
16 weeks paid primary carers leave
12 weeks paid secondary carers leave
Annual team-based volunteer day
We're a social bunch, we love a weekly team social event, snacks, a selection of craft beer, wine and non-alcoholic beverages, ping pong and video games
Taco Tuesdays
Mental health and wellness initiatives
Personal finance initiatives
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