Customer Service Associate providing support and handling inquiries via calls, emails, and chats for Travelers. Aiming to build customer satisfaction and trust in a professional environment.
About the role
- Customer Support Manager overseeing a globally distributed support team for real estate professionals' platform. Leading AI capabilities and operational improvements in customer support workflows and systems.
Responsibilities
- Lead and inspire a multi-level international Support team across Melbourne (HQ), the Philippines, and future hubs
- Day-to-day team operations and all Support channels: live chat, email, tickets and phone
- Act as the "Librarian of Truth" for Support
- Point of escalation for complex customer enquiries / issues internally (sales, account management and product) and externally
- Lead the end-to-end redesign of Intercom Workflows to ensure a frictionless customer journey
- Monitor and report on core Support metrics and qualitative feedback including CSAT and AI Deflection rates
- Be the voice of the customer to provide insights and feedback on key aspects of the customer journey
- Lead the Support "Go-To-Market" strategy for every product release
Requirements
- Advanced experience of Intercom
- Experience growing, developing and managing multi-level globally distributed support teams, omni channel support and experience with managing feedback loops
- Experience owning, monitoring and reporting CSAT and response times
- Owning all internal and external customer resources
- Demonstrated experience having driven change and ongoing improvements for customers through advocacy, CS feedback/insights across the business etc
- Pro-active assertive collaborator and communicator across multiple teams
- Working with global brands to imbed their SLAs and manage ongoing support relationships
- Experience with Hubspot and Cloud Talk (advantageous)
- Prop tech and SaaS experience (advantageous)
Benefits
- Flexible working
- Wellness initiatives: on top of your usual leave entitlements, we offer 2 wellness days a year
- Company-wide collaboration such as product showcases and social events (virtual and in-person)
- Hackathons
- Birthday Leave: No one likes to work on their birthday, so take a day off that day!
- Paid Parental Leave
- Learning and Development: Whether it's a short course, conference, or even a book that will help you with your learning and development, we have a healthy training budget in place for staff so you can continually learn and grow.
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Tech skills
Location requirements
Customer Service Associate handling customer inquiries via phone, email, and chat for Travelers. Providing a positive customer experience and resolving needs with professionalism and empathy.
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