Platform Support Team Leader (Hybrid Role - Office/WFH) at Shippit

Support, Full-time, Sydney sydney support full-time
Posted 21 days ago

A little about us
Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention. Our recent Series B2 cap raise of $65m has added to our ability grow and solve some chunky problems.

Watch this - What we do

The role & the team
Working as part of the Platform Support Team, this role provides a professional level of service to all Shippit Merchants by responding to varied requests for information, products and services in line with established Shippit Standards and Service Level Agreements. In short, you will be responsible for overseeing the daily operations of the Technical Support Team whilst also participating as an active member of the team.

Acting as the Team Leader, your role will be split equally between client support and team management. From a line management perspective, you will be responsible for team reporting, day-to-day team supervision, resource planning, performance reviews, team development plans, helping with ad hoc projects and coaching of staff.  

Day to day
* Monitoring of escalated calls and response times. 
* Respond to escalated tickets.
* Identify opportunities to better empower Platform Support through training and tools to resolve client issues as quickly as possible.
* Record and track team SLAs and workflows.
* Review all technical support-related processes and documentation for continuous improvement.
* Provides leadership and direction to the team.
* Serve as the escalation point for the Platform Support Teams. 
* Be the point of contact when it comes to technical escalations.
* Demonstrate analytical capabilities while monitoring trends and creating reports for the purpose of delivering a plan for further success.
* Positive engagement with all team members through good use of leadership skills.
* Provide direct supervision of the technical support staff which includes recruitment, evaluations, and disciplinary actions.

Our ideal Shippster
We are always looking for the best at Shippit, so... our ideal candidate will be someone who has prior experience as a Team Lead within the Support space. This role is super fast paced so you will need to display strong organisational and time management skills and hold customer-centricity at the heart of all that you do. Your communication, attention to detail and analytical skills will be second to none and you will have proven people management skills, that will equip you to lead and empower an amazing team.

Life at Shippit
We have so much to offer at Shippit, it’s almost too hard to list it all in a job ad, so here is a snippet of what our people tell us they love:
* CBD office location - state-of-the-art office with all the facilities/ tools you need to get the job done
* Hybrid/ Flexible working - choose whether you want to come into the office or work from home 
* Our business is yours - be rewarded with a generous Employee Share Option Plan 
* Get fit - we contribute to your gym membership or private health insurance
* Enrich your life - travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year
* Let’s grow together - ongoing professional and personal development opportunities provided 
* We love to eat - let us treat you to a delicious lunch once a week, we’re talking trimmings and all. Oh and our pantry and fridges are fully stocked for your convenience 
* Family Friendly - we promote a sustainable balance in one's identity as a Shippster AND a parent – so enjoy an improved parental leave policy
* Wellbeing & Mental Health - all newbies start on Wednesday for a shorter first week, allowing time to reflect and rest

Feel valuable
You’ll be joining a high-performance culture at Shippit, where everyone can make a difference.  We’re on a mission that needs the right humans to help make ship happen!

The team behind Shippit come from diverse backgrounds, but all embody the core values that make our business unique. Our mantra is to make ship happen, every single day.

We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #9 in LinkedIn’s Hottest Startups to work at in 2021. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of. 

Watch this - Culture at Shippit

Our recruitment process - we don’t like to complicate things
1. Phone screening - nice and simple to start, let’s get to know each other. 
2. Hiring Manager Interview - impress your potential new Manager.
3. Technical/ Functional Interview - let your skills do the talking.
4. Values Interview - have you got what it takes to be a Shippster?

We are in this together
Shippit promotes and supports a diverse workforce at all levels of the company. It is our belief that creating a work environment that enables us to attract, retain, and fully engage diverse talent leads to enhanced innovation and creativity in our products and services. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage everyone to apply and please reach out if you require any accommodations or assistance along the way.

Get in touch
In a forever changing automated world, we’re still human at Shippit and we love to chat, so if you have any questions or would like to have a confidential discussion, please contact Adrian Markovski on 0420 650 354.

We are a 2022 Circle Back Initiative Employer – we commit to responding to every applicant.