Team Leader Customer Support

About Us

Canibuild, dramatically improves how the residential construction industry designs, approves, and sells what they are building, by automating and significantly enhancing their design, approval, and sales process.

Answering their first critical question, can I build this on this plot of land within minutes instead of weeks!

We are an ultra-fast growing SaaS start-up, backed by the largest hedge fund in Australia, with a rapidly growing subscriber user base from around the world including Australia, NZ, Canada, and the United States.

Job Role:

As a Customer Support Team Leader at Canibuild, you will play a pivotal role, operating as both a Customer Support Specialist, responsible for actioning and troubleshooting customer requests, and as a leader within the team, responsible for ensuring other team members are providing exceptional service to our clients. In this role, you will be responsible for overseeing client interactions, ensuring efficient ticket management, troubleshooting technical issues, and fostering strong relationships with both clients and internal teams. Additionally, you will contribute to building and maintaining our knowledge library, support tier 1 tickets, and collaborate with various departments to enhance overall customer satisfaction.

· Ticket Management:

- Oversee and monitor ticket management systems (JIRA/HubSpot) to ensure timely and efficient resolution of client requests and issues.

- Provide guidance to team members on effective ticket handling and escalation procedures.

· Troubleshooting and Problem-Solving:

- Assist customers resolve complex technical issues and help the team fulfil client requests promptly.

- Foster a culture of continuous improvement and innovation in problem-solving approaches.

· Leadership and Team Management: -

- Lead and motivate the customer support team to meet and exceed performance targets.

- Conduct regular team meetings to discuss ongoing challenges, share best practices, and provide guidance.

· Client Interaction:

- Set a high standard for responding to client inquiries promptly and professionally across multiple communication channels.

- Ensure the team acts as client advocates within the organization, addressing client needs and concerns.

· Relationship Building:

- Encourage team members to build and maintain valuable relationships with clients, ensuring a positive and lasting impression

· Performance Metrics:

- Drive yourself and the team to operate transparently and achieve Key Performance Indicators (KPIs) and targets.

· KPI Monitoring:

- Implement and oversee KPI monitoring processes to track team performance and ensure alignment with organizational goals.

· Reporting:

- Analyze and provide relevant reports on client interactions, cases, trends, and issues to support data-driven decision-making.

· Knowledge Library:

- Lead efforts to expand the knowledge library by creating textual and video "How To" guides, ensuring valuable resources for clients and internal teams.

· Bug Reporting:

- Coordinate with the technical team in analyzing and reporting bugs and glitches promptly.

· Collaboration:

- Foster collaboration with multiple teams to address client tickets requiring input from various departments.

· Follow-Up:

- Oversee the follow-up process, ensuring timely updates to clients on their tickets and ensuring overall client satisfaction

· Knowledge Base:

- Lead the creation and maintenance of knowledge base documents, including troubleshooting steps and instructional videos.

· Client Tool Support:

- Provide guidance and support for client tools, collaborating closely with account managers on queries/issues related to add-ons, upgrades, deactivation, and search limits.

· Knowledge Sharing:

- Facilitate knowledge-sharing sessions within the team to enhance overall expertise and performance.

· Responsible for Hiring:

- Lead the hiring process for the customer support team, including conducting interviews, assessing candidates, and making hiring recommendations.

Requirements

· Bachelor's degree in relevant field.

· 5 years of experience in a senior customer support or related roles, and preferably leadership experience.

· Strong communication and interpersonal skills.

· Ability to prioritize tasks and work under pressure in a fast-paced environment.

· Experience with ticket management systems (JIRA/HubSpot) and proficiency in MS Office Suite.

· Technical aptitude and ability to troubleshoot technical issues.

· Excellent problem-solving skills and attention to detail.

· Ability to thrive in a collaborative team environment and foster positive working relationships across departments.

· Familiarity with the ticket management system.

Benefits

• Competitive salary package
• Full-time remote work
• Opportunities for career growth
• A dynamic work environment
• Employee Centric