Support Operations Manager

4 weeks ago

Raleigh, North Carolina, United States Rezdy Pty Ltd. Full time

**About Rezdy Pty Ltd.**

We are a leading independent B2B cloud-based booking and distribution platform in the Experiences sector. Our mission is to power the growth of the experiences industry through tools and connections that make life easier.

**Our Business**

We help experience operators, such as tour and activity providers, manage their bookings online and connect with a wide distribution network of resellers. We also help those looking for experiences and inventory to resell to expand their own customer offering, such as online travel agencies (OTAs), tourist information centers, hotel concierges, and local travel agents.

**Our Team**

We are a well-established global scale-up with a passionate team that is dedicated to providing the best possible experience for our customers. Our Customer Care Team is responsible for supporting and retaining our customers, and we are looking for a Customer Experience Team Lead to join our team.

**Job Summary**

We are seeking a highly motivated and experienced Customer Experience Team Lead to lead our Customer Care Team. The successful candidate will be responsible for analyzing and reporting team performance, identifying roadblocks and areas of improvement in soft skills, technical competences, and workflows to keep our customer satisfaction level high.

**Key Responsibilities**

* Analyze and report team performance, identifying areas of improvement in soft skills, technical competences, and workflows to keep our customer satisfaction level high.

* Be accountable for the day-to-day operation of the team, including rostering and workforce planning, ensuring cases are dealt with in a timely and effective manner, focusing on first contact resolution.

* Be a subject matter expert for Rezdy products and services, having an in-depth understanding of the product, the service you deliver, and the tools that you use, so that you can assist and guide Customer Care Specialists in their role.

* Ensure that the Level 1 team is escalating correct issues to Level 2/3 Support and that consequential customer communication is appropriate and timely.

* Master our ticket management system technology to propose and implement stronger monitoring of activity and improve ways of working, in alignment with the Customer Operations Managers.

**Requirements**

* 2+ years of experience leading a support team.

* You are curious and passionate about the ever-changing technology industry.

* You are a self-starter who is excited to learn about new things.

* You enjoy working in a helpdesk or technical support role.

* You have superb communication skills.

* You enjoy finding ways to delight customers and deepen relationships.

* You thrive in a fun, fast-paced environment that has maintained its start-up feel, giving you the space to grow.

* You are on the hunt for a company where you can develop your career.

* You have experience (or interest) in software, APIs, HTML/CSS.

* You may have experience in Zendesk or similar helpdesk ticketing tools.

* You have lots of experience with CRM systems and telephony systems.

**What We Offer**

* Work with a fascinating product in a high-growth tech-thirsty industry.

* Passionate team with opportunities to work across exciting projects.

* You can own it and make it happen.

* Opportunities to step up for high achievers.

* Diverse scale-up culture.

* Your Rezdy anniversary day off to thank you for a great year

* Company-wide innovative and collaborative hack events every quarter.

The opportunities to share this success are limitless, the conversations are genuine, customer impact is meaningful, and we have fun along the way.

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