Team Lead, Support

7 days ago

Auckland City, New Zealand Lightspeed Commerce Full time

**Hi there Thanks for stopping by**:
Are you actively looking for a new opportunity? Or just checking the market? Wellyou've come to the right place

We're looking for a Team Lead to join our Support team in Auckland You will be responsible for recruiting, motivating and managing a world class support team that provides fast, effective and amazing service during every interaction a Lightspeed customer has with the support team, across multiple support channels.

In this role, you will manage a cohort of support agents and ensure they are well equipped to provide our customers with outstanding experiences when interacting with the Support team, including training, development, coaching and mentoring.

**What you'll be doing**:
**Day-to-day**
- Develop a positive team relationship by being supportive, easily accessible and proactively encourage daily motivation and recognition.
- Monitor and manage daily team performance and individual staff metrics.
- Mentoring direct reports and junior staff members.
- Ensure client issues are resolved in a timely and effective manner while maintaining a high level of customer satisfaction.
- Assist Frontline team members with questions and issues, provide guidelines for more complicated situations by providing hands-on support and take frontline and escalations issues when necessary.
- Conduct regular 1:1s with your team and manage all aspects of the annual talent review cycle.

**Management**
- Provide weekly reports to the Manager on the performance and wellbeing of your team.
- Assist the Manager in specific tasks and side projects while bringing up areas of improvements of existing processes.
- Liaise with support team leaders to best handle day to day situations to better customer experiences.

**Company/Product**
- Collaborate with various internal stakeholders to improve client experience via improved workflows and product feature requests.
- Assist in improving communication with coworkers and customers by identifying missing troubleshooting articles and content, creating internal documentation and providing suggestions and contributing to improve technical knowledge base as well as the quality of the support responses.
- Communicate observations on changes and trends to internal stakeholders such as Product Management, QA and Development.

**What you need to bring**:

- Some experience in a leadership role
- Significant customer service experience and customer-focused attitude
- Excellent verbal and written english communication skills
- Proven experience in managing multiple priorities in a fast-paced environment
- Basic knowledge of Customer Service and/or Tech Support KPI metrics
- Proven conflict resolution experience and troubleshooting skills
- Flexibility to adjust your shift pattern around the needs of our business

We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... hit the 'Apply' button and give it a try

**What's in it for you?**:
Come live the Lightspeed experience...
- Ability to do your job in a truly flexible environment;
- Genuine career opportunities in a company that's creating new jobs everyday;
- Work in a team big enough for growth but lean enough to make a real impact.

and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

- Lightspeed share scheme (we are all owners)
- Unlimited paid time off policy
- Work remotely from anywhere in the world for up to 60 days per year
- Flexible working policy
- Health and wellness benefit of $500 per year
- Mental health online platform and counselling & coaching services
- Paid leave and assistance for new parents
- LinkedIn Learning license
- Volunteer day
- Secure, full-time carpark
- Dog-friendly environment
- Free fresh fruits, snacks and drinks (and cake for your birthday)
- Awesome office space located in Newmarket (Auckland)

**Where to from here?**
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

**Who we are**:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
- Founded in Montréal, Canada in 2005, Lightspeed

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