Customer Support Lead

Reporting to the Head of Operations, the Customer Support Lead is responsible for responding to support, general enquiries and social media posts from our customers, and managing a small team of casual employees who respond to tickets. This is a critical role to ensure customer satisfaction and provide strategic information to inform our development teams as to our customers needs. This role is located at our Essendon Fields, Melbourne studio, a comfortable modern office, with convenient transport and shopping facilities, where the Orbx HQ friendly and dynamic team is located. A remote working arrangement may be negotiated with the right candidate.

Responsibilities

• Communicate clearly to customers so as to build customer relationships and enhance the Orbx brand.
• Provide guidance and co-ordinate the resolution of support tickets with the Support Team
• Manage the support ticketing system
• Measure and report on the customer support function
• Answer incoming  enquiries via social media channels, or wherever the enquiries come from
• Maintain an FAQ list
• Maximise sales opportunities that may arise through great communication, engagement and company knowledge.
• Engage with senior management and creative teams on key design issues and product selection
• Provide input in post release review of product launches

Key skills

• Experience in a customer support or similar role
• Excellent written communication  skills
• Ability to identify problems and work through to a solution using logic and reasoning
• Excellent time management and organisational skills
• Experience using Jira, Zendesk (or other ticket management tool) and Google Office Suite