Job details

Location
Brisbane
Job Type
Permanent
Ref
1197921
Posted
16 days ago

Job details

Location
Brisbane
Job Type
Permanent
Ref
1197921
Posted
16 days 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: 
  • 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
Key Experience: 
  • 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 
For more information on this opportunity please contact Matthew Walsh at BLACKROC for a confidential chat. Alternatively, if this isn’t the right opportunity for you but you’re interested in other opportunities within the Data, Cloud & Infrastructure industry in Brisbane, feel free to contact me.
matthew.walsh@blackroc.co