Customer Support Team Lead

ezyVet is the most comprehensive and robust veterinary practice management solution that solves complicated clinical workflow challenges that strain the global industry. Where our competitors boast size, legacy and bundled offerings we offer constant innovation, increased efficiency and a partner ecosystem full of choice all hosted in the cloud. Simply put, we are the leading cloud based SaaS solution that everybody wants. A big reason why is because of our unrelenting commitment to provide the absolute best Support to ezyVet customers 24/7-365 across the globe.

While we help vets run their businesses in more efficient ways we also build the careers for those who have a hunger to grow themselves, the company and ultimately the success of our customers through our team of Support Specialists.

Currently 20 Support Specialists and 2 Team Leads strong, this is the front line of our business and it's growing quickly We're looking for another epic **Software **Support Lead **to help us continue to grow our team, grow our support specialists and ensure our customers are optimizing their software. You and your team are responsible for providing amazing remote technical support to ezyVet customers. This is a high profile customer facing role requiring you to take initiative, think on your feet and provide tip top quality service whilst having fun

**So** what will you **actually be** doing?**

**Some of the important stuff;**
- Leading your team of 5-8 Support Specialists, crucial operational responsibilities and BAU process, including managing the Support handover process with London
- Monitoring feature roll outs, implementing project initiatives and team induction/training
- Provide clear guidance to Head of Support for the priority and direction of improvements required
- Responsible for ensuring high customer service outcomes for ezyVet customers, defining and providing a point of escalation for the Support team where required
- Drive communication in terms of responsiveness, accuracy and efficiency
- De-escalating any urgent matters through the appropriate channels
- Educating customers so that they become increasingly self-sufficient
- Stopping the snowball before it starts heading down the mountain
- Helping build and implement scalable infrastructure and process
- Shift patterns consist of either 6am-3pm or 10am-7pm and are evenly assigned 3 months in advance

**Who we're looking for?**
- Someone driven and resilient, with a flare for customer experience and optimising operational efficiency
- A leader, either proven or just because it's in your nature, you'll have the tools in your tool kit to motivate and direct a high performing team to smash KPI's
- Solid customer service experience, able to deal with difficult situations and high-pressure scenarios, you are the calming influence who people rally around to see them through to the best outcome
- If you live and breathe operational excellence. Timing, communication, organisation. We love this combo and proven examples of how you use these will set you apart

**What's in it for you?**
No joke, you'll be challenged like you've never been before. The rapid fire delivery of epic outcomes is intense _but_ the rewards are massive. ezyVet is growing at a ridiculous pace and no two days are the same. We're on a mission to grow our customer base to 145,000 in the next couple of years and that's going to create a whole bunch of opportunities for our people to sink their teeth into. Come join the journey as we disrupt the market installing ezyVet, beautiful veterinary software one vet practice, clinic or hospital at a time well, 50ish per month at our current rate of knots