DESCRIPTION

This role is an exciting opportunity to join an innovative tech-focussed team and help us grow our Customer Support function for the Betashares Group. We are a dynamic, nimble team looking to provide an effortless, human and empathetic customer experience. We believe in using technology to help us connect and build trust with customers and understand the weight of responsibility that holding customer data comes with.
The Team Leader will manage a team of Customer Support Specialists, speaking to customers, taking escalations, collaborating with internal teams, coaching and performance managing and creating new help centre content for customers based on conversation trends. The Team Leader will be instrumental in driving an AI first approach where we leverage technology and automation to resolve customer queries and increase agent efficiency.
The Team Leader will also be responsible for ensuring the team remains compliant and all complaints and issues are reported appropriately to our internal compliance team.
The role is fast paced and will present many opportunities to learn and grow both inside and out of Customer Support. Our team interacts daily with design, product and engineering so there is significant exciting scope to see your work have real life impact on the product and its success!

SKILLS & EXPERIENCE

• People management experience.
• Has worked in customer support for a financial services product (specifically has experience in onboarding KYC requirements and/or Superannuation regulatory framework) and has strong experience in managing customer escalations effectively.
• Strong coaching skills and experience providing human and empathetic support to customers.
• Experience using technology and is an advocate for using AI and automation to solve problems.
• Great verbal and written communication.
• Strong eye for detail and presentation.
• Ability to quickly develop an in-depth knowledge and adapt to change.

OUR VALUES

As our business continues to grow, we’re committed to creating a workplace that gives us all the best opportunity to succeed, and that is enjoyable to be a part of. We prize ambition and drive, but equally we value honesty and humility.
We support each other, and we respect our clients and our competitors. Innovation is in our DNA, and we are always looking for better ways to do things and are willing to take measured risks and learn from our mistakes along the way.

• People manage a team of Customer Support Specialists that respond to inbound customer queries related to the Betashares Direct platform, Betashares ETFs, Betashares Superannuation and other general queries. This includes performance management, taking customer escalations, coaching, managing administration and performance reviews.
• Take a portion of inbound customer volume each day to get a direct understanding of how the processes and technology are being used and experienced by both customers and agents.
• Take overall responsibility for all Support channels including live chat, email, phone and a range of social media channels.
• Manage KYC and onboarding processes including troubleshooting customers who fail to verify, reporting on volume and trends and suggesting improvements to the design and flow of the process.
• Take overall responsibility for managing the quality of the Customer Support team using our quality assurance tools and processes.
• Report “voice of the customer” trends to key stakeholders in the business.
• Key liaison with our Product and Engineering teams to ensure the Customer Support agents are aware of new changes to the product and have the appropriate training and resources.
• Ensuring processes and content are kept up to date and automation and AI are leveraged for efficiency and improved customer experience.