We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
About the role:
Customer Support Team Leads are responsible for leading a team of Customer Support Specialists across our EFTPOS, eCommerce, Banking, ISO relationships and Tyro Health product suite. The Customer Support Team Lead is also responsible for enabling and empowering the Customer Support Specialists to deliver a differentiated and best in class customer experience through coaching, mentoring and capability uplift to drive business outcomes. This will include call monitoring, agent coaching, soft skills development / training, facilitation, report analysis/building and will utilise your coaching, analytical skill sets to root cause and bridge and capability gaps effectively and efficiently with agents and processes alike. The Customer Support team is responsible for delivering an exceptional customer experience to guide and support our customers to grow their businesses, educate them about the Tyro product suite and work closely with the New Business Sales teams to seamlessly on-board new customers. The Customer Support Team Lead will work closely with a range of internal and external stake holders to improve the way we do business, through our high performing culture, digital innovation, or process improvement. A significant part of the role will be focused on coaching and enhancing the team capability!
What you'll do:
- Review all performance metrics, reports, and calls to uncover knowledge and soft skill gaps.
- Regular agent coaching to uplift the performance and capability of the team.
- Facilitate team meetings and training sessions to address key areas of focus at an individual or team level.
- Provide a point of contact for and take accountability of client escalations to support our clients.
- Consistent review of broader team metrics against set targets and put plans in place to address any gaps identified.
- Work closely with the Customer Support Man
