Support Centre Team Lead

About Us

aXcelerate is a leading SaaS provider, with our Student and Learning Management System powering millions of learners' course and competency records nationwide. As an industry leader, we’re on an exciting growth journey, transforming the way training providers and employers manage and support their learners.

Recognised as a Great Place to Work for two years running, we have a culture where people feel valued and supported to thrive. With ambitious growth plans and countless opportunities to develop your career, there’s never been a better time to join our team and help us shape the future of education technology.

Please note, we will only consider candidates who are based in Brisbane or willing to relocate.

We are looking for a highly motivated and experienced Support Centre Team Lead to join our growing team. The successful candidate will lead and coach a team of Support Centre Representatives to ensure that our customers receive outstanding technical support for their inquiries. You will be working alongside another Team Leader and an Operations Manager to ensure smooth operation of the Support Centre.

Responsibilities

• Lead an established team of Support Centre Representatives and provide ongoing support, coaching and professional development to team members.
• Implement customer service policies and procedures, ensuring adherence to company standards
• Monitor customer service interactions to identify trends and opportunities for improvement
• Communicate regularly with management to provide updates on team performance and customer satisfaction
• Handle escalated customer service issues and resolve customer complaints in a timely and professional manner
• Develop and maintain positive relationships with customers and other stakeholders.
• Oversee the daily running of the Support Centre, ensuring all service requests are handled within the appropriate SLA periods.
  
  

About You

• Minimum 3 Years experience in a contact centre, help desk or high-level customer care experience
• Minimum 3 Years of team leader experience
• Senior customer or technical support experience
• Experience with workforce management and planning
• Excellent written and verbal communication skills
• Strong leadership and coaching skills
• Ability to analyse customer service metrics and identify areas for improvement
• Ability to manage and prioritise multiple tasks and projects
• Zendesk experience, preferred
• ITIL Foundations, preferred
  
  

What We Offer

• A central location, close to public transport, cafes and shops, with free on-site parking available.
• A vibrant, supportive and team-oriented culture, with regular team activities and social events.
• Opportunities for flexible and hybrid working.
• A focus on professional development and learning, with access to our LMS, external and internal training opportunities and your own personal annual PD budget
• Access for you and your family to an Employee Assistance Program and resources.
• Cashback offers and discounts on popular brands through our Employment Hero app.
• Opportunities for career development with well defined career pathways across the business.
• Proud members of Women in Technology with access to networking events, professional development opportunities and resources.
  
  

How To Apply

Please submit an up-to-date resume (in PDF format) which outlines your suitability for the role.

We're looking for individuals who resonate with our values - H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, whilst also bringing a unique perspective to their work.

We are committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.

If you require any reasonable adjustments during the application process, please let us know by emailing [email protected]