Customer Support Lead
3 days ago
Customer Support Lead – Infusion Business Software
- Experienced customer support professional for cloud ERP solution
- Lead our dedicated team supporting desktop and online software
- Implement new systems and processes to take support to the next level
- Work closely with senior managers and the wider Infusion business to deliver a top-class customer experience and enhance market profile and revenues
- Share in the returns through Company Profit Sharing and Share Options
- Enjoy other benefits such as healthcare, parking, social events, and hybrid working
- Work from our Christchurch office with lovely views over Addington Raceway
We are looking for an experienced customer support lead to drive exceptional customer successes and commercial outcomes. We're moving from desktop to cloud, so the role is about transitioning to a new model that couples our dedicated support team with new tools and channels. If you can think strategically, manage change, and bring in a new operational model that delivers reliable, responsive and proactive customer service, please join us on the next part of our product journey.
About Us
The Infusion Group is a merger of Infusion Business Software and NetValue Limited, bringing together expertise in business management and accounting software, and specialised software development.
Infusion Business Software has a long history building business software for small and medium businesses in New Zealand with loyal customers. With our new online offering, there's even more benefits to wow customers and plenty of scope to grow the business.
This role reports to the Client Services Manager and is based at our modern well-equipped office in Christchurch.
About You
You will be a self-starter, motivated and organised, and with strategic and operational leadership experience in a SaaS support or customer support environment. You will have a depth of customer support experience and a proven ability to drive customer satisfaction. You will be able to champion initiatives that anticipate customer needs, improve customer retention, and enable long-term value realisation from our products.
This role is about change, so you will have demonstrated experience leading change in a commercial environment. You'll have an in-depth knowledge of customer support systems, business acumen, strong communication and collaboration skills, and a commitment to continuous improvement. Equally important is being practical and hands-on, not afraid to get your hands dirty if the situation demands it.
An understanding of accounting and cloud products is vital for success in this role, and a tertiary qualification in accounting, finance, business, or IT would be an advantage.
If you want to join a progressive Company that delivers excellent software solutions, is going places and can provide you with a sense of belonging and achievement, and if you enjoy sharing food and getting regular updates on business progress, please apply now.
This position is with our Infusion Business Software entity based in Christchurch. You should only apply if you have a legal right to work in New Zealand and you live within daily driving distance of our Christchurch office.
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