Customer Support Manager - Flatmates

Job Description

Join a passionate team and deliver great customer experiences! Get exposure to the tech world in a close knit start up environment! Permanent full time role based in Richmond We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. Where the team fits in Flatmates.com.au sits within the Consumer line of business, as part of the Marketplaces Tribe and is Australia’s leading share accommodation platform. The role of Customer Support Manager - Flatmates is pivotal to ensuring the success of Flatmates.com.au and the satisfaction of our members. You are the voice of our consumers and are responsible for reporting back to the greater team on customer sentiment around products, usability and functionality. The Customer Support Manager - Flatmates covers moderation 9-5 during the week and supervises a team of 5 casual contractors who work evenings and weekends. What the role is all about Moderate the Flatmates website, including listings that have been flagged by the fraud review system and accounts that go against our Flatmates Community Charter . Identify issues or bugs on the platform, reporting these issues efficiently to the product and development team. Answer all emails, onsite messages, Meta and Twitter enquiries received in a timely manner. Day to day admin tasks, including data entry and collection, collecting and tagging of research tasks. Handle payment disputes in Stripe, PayPal and other payment providers. Respond to all reviews in a timely manner across all platforms. Capture and report metrics on the number of queries responded to, ensuring efficiency and quality. Continually assess and optimise moderation processes to ensure quality. Managing, assisting and/or escalating Police enquiries and Police reports. Complete the monthly Customer Satisfaction Report and share in a timely manner with Product and Development team. Train, if necessary, new staff members on how to moderate and changes to scammer activity. Supervision of the Moderation Team, including running fortnightly meetings and ensuring shift coverage. Potential to assist with social media posts and content creation. Act at all times, with the highest level of professionalism and follow REA values. Who we’re looking for A customer service and support guru, with considerable experience working in support or customer facing roles. Experience leading, coaching and/or mentoring others is ideal. Confidence in handling escalations and challenging conversations. Call centre management or leading a team offshore will be highly regarded. You love finding ways to improve products and/or processes. Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood! #LI-HYBRID #J-18808-Ljbffr