Support Team Lead Position

7 days ago


Wellington, Wellington, New Zealand Silverbear Ltd. Full time

Silverbear Ltd.: A Leader in Hospitality and Retail Solutions

We strive to provide exceptional customer experiences through our innovative software solutions, empowering businesses to streamline their operations and deliver seamless customer interactions. As a key member of our team, you will contribute to our mission by leading our support team and driving service excellence.

About the Role:

This leadership position requires a seasoned customer service professional with a strong background in customer-facing roles, excellent communication skills, and the ability to thrive in a dynamic environment. You will be responsible for managing our support team, ensuring high standards of customer service, and fostering a culture of collaboration and continuous improvement.

Key Responsibilities:

  • Lead and develop the Customer Support team, providing guidance and support to team members.
  • Monitor key performance indicators (KPIs) and ensure service level agreements (SLAs) are met.
  • Act as an escalation point for complex customer issues, resolving them effectively and efficiently.
  • Design and implement training programs to enhance team performance.
  • Oversee ticket handling systems, ensuring issues are logged and resolved promptly.
  • Identify areas for improvement and suggest enhancements to our processes.
  • Collaborate with the Senior Support Manager on recruitment, onboarding, and HR-related tasks.
  • Embed a culture of service excellence and continuous improvement within the team.

Requirements:

  • At least 3 years of experience in IT support or customer-facing roles.
  • Strong organisational and time management skills.
  • Excellent communication and interpersonal skills.
  • Leadership experience in customer-facing teams.
  • Ability to thrive in a dynamic environment with changing priorities.


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