Customer Success Team Lead at Like Family

Full-time, Sydney sydney support full-time
Posted 15 days ago

About us

We’re a high growth tech company solving social isolation and loneliness. It’s an incredibly interesting and massive global problem that is unaddressed and underserviced.

We are the #4 fastest growing tech companies in Australia in the 2019 Deloitte APAC Fast 500. This is an exciting opportunity to work at a unique and innovative fast-growing tech startup as we scale. As a for profit and for purpose business we are a small passionate team that is lean and efficient, and you will have a big impact on the team.

Role Purpose

Reporting to the Operations Manager, you are a Customer Success Team Lead. You will provide our community with reliable customer experience throughout their journey.

You will own customer conversions and will lead the CS team to achieve KPIs and targets around conversions and customer satisfaction. You’ll be managing the day-to-day service needs via inbound and outbound calls, emails and chats and will also work with the wider team to understand and integrate the voice of the customer in decision making and product development. 

Would suit someone with great customer experience, retention and sales experience in a startup - fast paced and ever-changing environment. As a team lead role, we require someone with experience driving a team towards a goal and achieving it.

Who are we looking for?

  • You are excited about our Mission!
  • You have experience delivering on conversions, KPIs and targets
  • You have worked in Sales or Customer Success in hospitality, start-ups or a Call Centre. 
  • You’re an outgoing self-starter who embraces autonomy, shows initiative and embraces challenges – learning from mistakes, constantly improving yourself and current processes.
  • You are action-oriented, take ownership of your and your team’s results and have a history of achieving and smashing goals.
  • You value excellence and being the best and as such you go over and above to surprise and delight your customers, teammates and leaders.

What you’ll be doing:

  • Provide effective and efficient first call resolution to a variety of stakeholders over the phone, email or via online chat (must be comfortable with 60+ tickets or calls per day).
  • Execute on a customer retention strategy via effective outbound campaigns. 
  • Capable using outbound retention contact to understand drivers for churn and find solutions to customers issues to save them.
  • Convert sign-ups, keep existing users engaged, re-engage inactive users, and convert detractors to promoters.
  • Meet customer service KPI’s around quality, retention, customer satisfaction and efficiency.
  • Own Voice of the Customer - Responsible for coordinating and driving customer feedback within the CS team.
  • Work with the product team to deliver on improvements to the customer experience and admin efficiency.
  • Work with the wider team to constantly improve the customer journey. 

What you’ll get:

Join a passionate, fast growing and dynamic team of startup pros

First-hand experience of a start-up environment that is highly agile and responsive

Your voice matters. Have an impact on a business that is changing the world for the better with excellent opportunities for the right candidate to grow with the business.

We are a customer focused company, we only implement features we know our customers will love, based on feedback.

Our funky office is just 5 minutes away from Central train station which overlooks Prince Alfred Park. If you’re interested, feel free to join us for a game of tennis or a lunchtime swim!

Free team lunches & Friday drinks trolley! In-house Ping Pong, soccer and tennis Tournaments!