Customer Support Team Lead

Job Description

Customer Support Team Lead Apply locations: Sydney, NSW Time type: Full time Posted on: Posted 4 Days Ago Job requisition id: JR354 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: Customer Support Team Leads are responsible for leading a team of Customer Support Specialists across our EFTPOS, eCommerce, Banking, ISO relationships and Tyro Health product suite. The Customer Support Team Lead is also responsible for enabling and empowering the Customer Support Specialists to deliver a differentiated and best-in-class customer experience through coaching, mentoring and capability uplift to drive business outcomes. This will include call monitoring, agent coaching, soft skills development/training, facilitation, report analysis/building and will utilise your coaching and analytical skill sets to root cause and bridge capability gaps effectively and efficiently with agents and processes alike. The Customer Support team is responsible for delivering an exceptional customer experience to guide and support our customers to grow their businesses, educate them about the Tyro product suite and work closely with the New Business Sales teams to seamlessly onboard new customers. The Customer Support Team Lead will work closely with a range of internal and external stakeholders to improve the way we do business through our high-performing culture, digital innovation, or process improvement. A significant part of the role will be focused on coaching and enhancing the team capability! What you'll do: Review all performance metrics, reports, and calls to uncover knowledge and soft skill gaps. Regular agent coaching to uplift the performance and capability of the team. Facilitate team meetings and training sessions to address key areas of focus at an individual or team level. Provide a point of contact for and take accountability of client escalations to support our clients. Consistent review of broader team metrics against set targets and put plans in place to address any gaps identified. Work closely with the Customer Support Manager on tasks required to build a cross-functional TACT team. Ensure team performance metrics are met or exceeded. What you'll bring: Experience leading a dynamic team, ideally in the Customer Support space. Adept in mentoring, training and coaching team members to unlock potential. Having constructive performance conversations. Experience in a contact centre environment is beneficial. Strong leadership skills. 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. Our Story Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Values Wow the Customer - We love our customers and we want them to love us too.Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.Commit to Greatness - We think big, move fast and dare to be different. We're always asking 'what's next?'Stay Hungry - We ooze passion and determination and we play as a team to win.Win Together - We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate. #J-18808-Ljbffr