Job details
- Location
- Brisbane
- Job Type
- Permanent
- Ref
- 1197921
- Posted
- 7 months ago
Job details
- Location
- Brisbane
- Job Type
- Permanent
- Ref
- 1197921
- Posted
- 7 months ago
BLACKROC is pleased to be working exclusively with this multi-national, venture backed B2B organisation based locally in Brisbane. They are searching for a Customer Support Manager to lead their team of 6 and manage their core product. You will be tasked with implementing strategies and initiatives to effectively resolve customer issues and drive customer satisfaction.
Their ideal candidate is someone with a strong technical and troubleshooting background who has proven experience in process design and implementation.
Responsibilities:
matthew.walsh@blackroc.co
Their ideal candidate is someone with a strong technical and troubleshooting background who has proven experience in process design and implementation.
Responsibilities:
- Rebuild support processes inclusive of ticket triaging, escalations, workflows, prioritisations and SLAs and interactions with other teams
- Design and implement effective support ticketing system
- Lead, grow, coach and manage a team of 6-8 with a customer-centric approach
- Develop and implement effective customer satisfaction surveying process and tool
- Work closely with the Executive Leadership Team to define and drive strategies forward
- Demonstrated ability in trouble shooting and ability to solve complex problems
- Proven experience in developing, structuring and leading Support teams in technical environments
- Prior experience in designing and implementing effective support processes, tools and systems
- Technical knowledge of SQL, HTML Javascript, Jquery, Logic Apps and ERP Concepts will be highly regarded
matthew.walsh@blackroc.co