Customer Support Team Leader

5 days ago

Freemans Bay, New Zealand IDEXX Distribution, Inc. Full time

Meooow That's cat for hello from ezyVet

Do you thrive off others success? Love process improvement, efficiency and customer success? How about making a positive impact on the veterinary industry though an awesome software? Sounds like we might just have an opportunity to get you purrriiinnngg

We're growing and in need of another Customer Support Team leader to join our team This is a people leading, process heavy position. We're looking for someone to lead and empower a team of 6-8 Support Specialists. Successfully onboarding newbies, providing coaching and 1:1 support, and growing our people You'll also be responsible for measuring and improving operational efficiency and success of your team. You will drive the team's goals in alignment with the departments KPIs, spending time reviewing ticket responses, listening to phone calls for your team and using the information gathered to mentor your team on great customer service We're looking for someone creative, who can work behind the scenes on big picture process improvements and who's happy to use initiative to get things done

**So, what will you whiskers be doing?**
- You'll lead the hand over from our UK and US Support teams before or after shift, report on daily and weekly performance, and run the daily shift stand up.
- You will be actively involved in the shift ensuring the team is able to achieve their daily, weekly, and quarterly goals. You will be responsible for the shift roster for their team, working closely with other Support Team Leaders to ensure adequate cover is always available.
- Escalations do happen We want the best outcome for our customers, so you'll lead or coach your team through escalations
- Our product is very extensive, with frequent releases and changes, our Team leads need to be on the ball with updating product knowledge
- You'll also be a customer advocate, representing the customer and managing product issues that impact customers by engaging directly with the relevant service line.

**_So what fur are we looking for?_**
- Highly organized with fast and effective administration skills
- Proven experience leading a team of people
- Strong customer service experience, strong attention to detail and follow up skills
- Comfortably deal with difficult customers and high-pressure situations
- Interested by strategic progression but more excited about operational excellence
- High levels of energy, enthusiasm, and solutions orientated
- Understands KPIs and how to break down into achievable team goals
- Performing a range of tasks under competing demands and deadlines
- Have excellent oral, written, and interpersonal communication skills
- Prior experience in SaaS or Veterinary Market will be a bonus

**About ezyVet**
With a little kiwi ingenuity and a lot of passion, ezyVet came into existence. A cloud-based, practice management system disrupting the global veterinary industry. ezyVet, powered by IDEXX, has over 200 employees sitting within the IDEXX family of 10k+. We have offices in London, Dallas, and Auckland servicing customers in over 18 countries. There's no better time than now to join the ezyVet journey We are growing at a fast pace where no two days are the same. If you're a self-starter, team player and want to be a part of building something great, then we'd love to hear from you.

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