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April

Customer Support Lead

Ailo - Sydney, NSW

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

About Ailo

One third of Australians live in a rental home and one-in-eight own one, but the experience is often, well… not great. Renters have to shout to be heard. Property investors have little visibility or control over one of their most valuable assets. And property managers are shackled to antiquated technology. Nobody is happy. So, we're rebuilding the $53B property management industry from the ground up with a ground-breaking, data-powered business operations platform that delivers a better experience for everyone.

Founded in 2017, we're on a mission to make every home a good investment and every investment a great home. So far, we've built the largest property management dataset in Australia and have helped more than 100,000 property managers, property investors and renters work better together on Ailo.

The Role

We are looking for a Customer Support Lead to lead a high performing team focused on delivering an exceptional customer experience and world-class support to all of our users, from property managers and trades people to renters and homeowners.

You are a passionate and driven manager who knows how to get the best out of your team. You do this by using metrics to measure and guide team performance in pursuit of goals, driving feedback loops, building team bonds and fostering a culture of learning and transparency.

To succeed in this role you will have a proven track record of building and optimising processes, structures and frameworks to deliver a scalable support model. You have experience in building teams, navigating multi-faceted support requirements and can leverage data to drive the best outcomes for our customers.

Accountabilities

  • Manage and coordinate support team across level 1 (customer facing) and level 2 (technical support)
  • Build and refine processes and frameworks based on data and metrics
  • Professionally develop, train and mentor support team members
  • Manage and coordinate priorities based on input from other functions and customer requirements
  • Work closely with adjacent functions such as customer success, product, marketing and engineering to deliver a holistic support experience
  • Extract and surface customer support trends and be a customer advocate in various forums in the business.
  • Maintain, meet and exceed customer expectations through our service level agreements
  • Define paths for customers to self-serve versus needing to engage with us, including owning the support knowledge base.
  • Maintain a high pace of learning and training within the team, especially in keeping with our product releases.
  • Build and maintain reporting and dashboard tools to monitor activity and surface trends and insights, to find long-term solutions
  • Establish and maintain strong relationships with stakeholders across the business to ensure Support Team is prepared for product changes and Support feedback is made available in the organisation for constant improvement
Proficiencies
  • 5+ years team management/team leader experience in a customer support, fast paced environment
  • Experience with building high performing synergistic teams
  • Experience managing global remote team members, desired but not essential
  • Strong and proven planning & organising skills
  • Analytical and data driven
  • High level of initiative, independence and self-management
  • Conflict resolution skills and a mature and positive attitude towards difficult situations
  • Experience using help desk ticketing systems (Zendesk preferred but not essential)
If this role sounds anything like you please apply here or call Karunya on 0452155992 for a confidential discussion.

Please Note: We will not accept unsolicited CVs from recruitment agencies / 3rd parties and we will not be liable or responsible for any fees or costs associated with unsolicited CVs sent directly to line managers.

Ailo