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April

Customer Success Team Lead

Envato - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

We are one of the world's leading online creative communities for tools, templates and talent. We want to help creators bring ideas to life and earn a living doing what they love, to be the place where anyone can get their creative projects done, and where our community earns every time that happens. We are bootstrapped, profitable and totally global. Learn more about our products and how they support our community here .

Like most of the world, we’ve transitioned to (mostly) working from home. Luckily, we’ve been set up to work from anywhere since day one, and we’re working hard to keep our team connected as we continue to support our creative community to thrive.

Impact to our community
We have a unique opportunity to join Envato as our Customer Success Team Lead. You will be responsible for the daily operations and day to day management of the global Customer Success Team who provide a high value customer experience to global users of Envato’s products. You’ll lead, coach, and mentor the team of 13 through a fast paced, constantly changing environment whilst prioritising continuous improvement and excellent customer experience.

Using your past leadership experience, you’ll be able to manage the daily operations including customer satisfaction, productivity, recruitment, training, and scheduling / workforce planning to provide a balance between executing a positive, personal and customer centric experience whilst maintaining and exceeding service levels. As the team lead, you’ll provide direction to your direct reports and see success in the consistent team communication, and engagement with Envato’s values and culture. You’ll use your systems knowledge, ideally in Zendesk, to maintain reporting and dashboard tools to monitor activity and identify trends. Your strong stakeholder engagement experience will allow you to stay close to the business and identify product changes that will affect the Customer Success Team and our customers. As the team grows there is opportunity to further bolster the day to day operations as well as look to streamline processes around workforce planning.

Due to the global set up of the Customer Success team, there will be requirements to attend meetings and support your team outside of standard business hours.
Our Expectations

  • Highly regarded communication skills; both written and verbal
  • 5+ years team management/team leader experience in a customer service, fast paced environment
  • 5+ years customer service experience
  • Experience managing global remote team, desired but not essential
  • Successfully lead and coach team members to deliver service excellence
  • Create, contribute and maintain a team culture of collaboration and engagement
  • Conflict resolution skills and a mature and positive attitude towards difficult situations
  • Establish and maintain strong relationships with stakeholders across the business
  • A familiarity with the Envato network and community
  • Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, etc.
  • High level of initiative, independence and self-management
  • Ability to balance business requirements and customer needs with a positive outcome for both
  • Strong and proven planning & organising skills

Join our global community
  • We’re a BCorp certified business & we believe in succeeding sustainably.
  • Your work directly supports the millions of people around the world using Envato’s products to bring their ideas to life and earn a living using their creative skills.
  • We’re committed to ensuring all our staff feel welcome, included and respected every day they work for Envato.
  • Generous parental leave, the flexibility to work & travel (when we’re on the move again), wellness programs and learning opportunities are only a few of the perks we offer.
We welcome applicants of all types, and from all backgrounds. We are considering applicants to work remotely from anywhere in Australia or New Zealand. By submitting your application you are agreeing to our Privacy Policy. If you’d like to learn more about how we handle personal information, feel free to read our Privacy Policy before you submit your application.

Brisbane Grove, NSW

Customer Service & Call Centre




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