Customer Success Team Lead - Remote

Job Description

Description Convo Australia’s mission is to connect humans through innovative and technical communication solutions shaped by cultural experiences. We are a Deaf-owned, Deaf-operated, and we are seeking a like-minded and passionate individual to join our team as a Customer Success Team Lead to support a new and growing company that aims to deliver the best video interpreting services in Australia! Convo Australia is an equal opportunity employer and we welcome everyone to our team. If you need accommodations during the application or interview process, please let us know. In your application, please feel free to note which pronouns you use. At Convo Australia, we redefine what it means to give back. We are all about elevating our community to new heights, and this is not possible without people who share the same passion for our culture and identity. If you feel we’re the place for you, then join us and help us make a difference! Position Summary: The Customer Success Team Lead is responsible for managing and leading a team of Customer Service Officers to maximise the individual customer's experience using Convo Australia products and services. This role reports to the Chief Executive Officer for Convo Australia and will act as a critical bridge between the Sales and Customer Service teams, assisting with onboarding new customers, fostering strong client relationships, and ensuring the retention and satisfaction of B2B and B2C customers. This position will also be responsible for developing systems for collecting, analysing, and reporting information to meet customer success objectives and support the company’s growth strategies, with particular focus on maximising customer retention, driving product and service adoption by our customers. The successful applicant will play an active role in supporting outreach activities, such as large Deaf community events, and will collaborate with the Sales team to identify and utilise customer reference and referral opportunities. The role will be based anywhere in Australia, working from your own home which requires reliable internet connectivity. Travel will be necessary for large Deaf community events, with occasional evening or weekend commitments for outreach activities where required. Key responsibilities: Manage and lead the Customer Service team: Recruit, train and develop Customer Service Officers to meet customer success objectives. Monitor and improve the quality of service and support delivered by the team. Act as the escalation point for critical delivery and performance issues. Foster Customer Success: Monitor and analyse customer health, satisfaction and retention metrics. Collaborate with the Sales team on growth initiatives and onboarding processes. Identify and engage B2C promoters, references, and referral opportunities. Act as a brand ambassador in the Deaf community, fostering trust and goodwill. Support the Sales team with meeting or exceeding quarterly sales targets. Track and Coordinate Technical Issues: Track, collect, and coordinate information and data related to technical and delivery issues with products and services. Collaborate with supporting teams (e.g., Interpreting team, IT Support, App Development team) to resolve issues effectively. Market Research and Analysis: Stay informed about industry trends, competitor activities, and market conditions relevant to video interpreting services. Provide actionable insights and feedback to improve customer success processes, including best practices. Administrative and Reporting Duties: Maintain accurate and up-to-date records of all customer support activities in the CRM system and all other relevant reports and data repositories. Deliver regular reports on customer success outcomes and team performance. Key Performance Indicators (KPIs): Customer satisfaction and retention rates. Successful onboarding of B2B and B2C customers. Achievement of customer success metrics (e.g., response times, issue resolution rates). Growth in B2C numbers. Essential skills and knowledge: Proven experience in customer service and support, negotiating and managing conflicts, and managing complaints effectively. Strong interpersonal and communication skills, with the ability to build rapport and trust quickly. Experience in leading and managing teams. Experience and knowledge in Deaf community engagement and outreach. High fluency in Auslan and English. Excellent organisational skills with exceptional time management. Proficiency in CRM software (e.g., HubSpot) and basic office applications (e.g., Google Workspace, Microsoft Office Suite), and ability to train others on the use of these applications. Leading collaboration and problem-solving in a remote team environment, and use of internal communication tools such as Slack and Google Meet to delegate, manage and solve this. High attention to detail and accuracy. Experience in leading and coordinating troubleshooting and investigative actions to resolve product and service issues. Advantageous additional skills and knowledge: Strong Deaf community and Deaf Ecosystem networks. Presentation and public speaking experience and skills. Experience of Business to Consumer (B2C) Sales. Comprehensive knowledge and experience with NDIS and/or EAF funding schemes. Higher Education qualifications in business management, marketing, commerce or similar. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Salary Range Between $70k - $80k full-time (plus superannuation and work at home allowance) depending on qualifications and amount of previous experience in customer success. Additional compensation through performance-based incentives and commissions as negotiated. Apply by 9am AEDT Monday, 17 February 2025. #J-18808-Ljbffr