SaaS Customer Support Team Leader at Neto

Full-Time, Support, Australia, Queensland support full-time
Posted 11 months ago

We’re Maropost, Canada’s 4th fastest growing tech company as named by Profit 500Our Software as a Service Marketing Cloud technology provides organisations with a single platform to connect with customers via marketing automation, mass and transactional email, social media, mobile messaging, landing pages, and ecommerce. 

Our platform is used and trusted by thousands of brands worldwide to maximise their revenue. Our unified ecommerce platform empowers thousands of B2B and multi-channel ecommerce businesses, big and small, to achieve more. From online stores, POS terminals and marketplace connections, to inventory, order management and shipping, our all-in-one platform connects it all. 

We’re on a mission to build the most technically advanced marketing & ecommerce platform in the world coupled with unsurpassed customer service and support. 

The Opportunity: 

We are seeking a highly motivated and experienced individual to join our team as a SaaS Customer Support Team Leader. You will play a crucial role in ensuring customer satisfaction and loyalty, while also contributing to the overall success of our company. 

What You'll be Responsible For: 

As a SaaS Customer Support Team Leader, you will be responsible for leading the team to provide exceptional customer support. Providing technical support to our clients, resolving issues, and ensuring their satisfaction with our products. 

  • Lead and manage a team of customer support representatives, including providing guidance, support, and ongoing training, mentoring, and coaching to ensure their success. 
  • Act as a point of escalation for complex customer issues, troubleshooting problems, and resolving them in a timely manner by liaising with all stakeholders involved. 
  • Collaborate with cross-functional teams, including product development and engineering, to address and resolve technical issues reported by customers. 
  • Continuously improve customer support processes and workflows to enhance efficiency and customer satisfaction. 
  • Develop and maintain knowledge base resources and documentation for both internal and external use, including training and process documentation. 
  • Monitor and analyse customer support metrics and key performance indicators to identify trends, areas for improvement, and opportunities to enhance the customer experience. 
  • Collaborate with the sales, finance, success, and onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers. 
  • Stay up to date with industry trends and best practices in omni-channel customer support and SaaS platforms. 
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner. 
  • Troubleshoot and resolve technical issues related to our SaaS products. 
  • Document customer interactions and resolutions in our CRM. 
  • Provide product training and support to customers as needed. 
  • Continuously expand and improve knowledge of our products and services. 

What You'll Bring to Maropost: 

  • Proven experience in a customer support leadership role within a SaaS company. 
  • Strong technical skills, including experience with API integrations and troubleshooting online platforms (Experience with MYOB/XERO and Shopify). 
  • Exceptional problem-solving and analytical skills, with the ability to quickly understand and resolve complex issues. 
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels. 
  • Demonstrated ability to lead and motivate a team, fostering a positive and collaborative work environment. 
  • Experience working with customer support ticketing systems and CRM software, as well as cloud telephony and omni-channel support solutions. 
  • Strong organizational skills and the ability to prioritize and manage multiple tasks and projects simultaneously. 
  • A strong customer-focused mindset and a passion for delivering exceptional service. 
  • Knowledge of software development life cycle and agile/ITIL methodologies is a plus. 
  • Excellent verbal and written communication skills. 
  • Ability to work in a fast-paced, high-pressure environment. 
  • Strong problem-solving skills and attention to detail. 
  • Knowledge of SaaS products and technologies. 
  • Familiarity with CRM software and ticketing systems. 

What’s In It for You?  

  • Growth and Career Development potential. 
  • Entry into an international brand that is growing in the Australian marketplace.  
  • Grow your entrepreneurial dreams with a free Maropost Commerce Cloud store.  
  • Fast paced & dynamic working environment.  
  • Beautiful A-Grade office in the heart of Maroochydore (Sunshine Coast).  

Join our dynamic team and be part of a fast-paced, innovative company that values customer satisfaction and continuous improvement. As the SaaS Customer Support Team Leader, you will have the opportunity to make a significant impact on our customers' experience and contribute to the success of Maropost as a whole. 

Equal Employment Opportunist  

Maropost is deeply committed to promoting diversity, advancing equity, and fostering a culture of inclusion. Therefore, we invite applications from marginalised and equity-seeking groups. Individuals seeking employment at Maropost are considered without regards to race, colour, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status.