Team Lead – Customer Support

  • Company:
    Invenco
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    16 hours ago
  • Category:

Description

Invenco builds hardware and software payment products – we are an innovative company with a wide global customer reach. We have a highly collaborative Operations team – supporting customer solutions in New Zealand, New Zealand, Malaysia and Europe. It’s a busy time for Invenco, we are looking for an experienced Team Lead – Customer Support to join our busy Operations team to look after our APAC customers.

About The Role
You most likely have used one of our outdoor payment terminals (OPTs) when you have bought petrol in New Zealand. Invenco has a major presence in the APAC region, and we are now looking for a Team Lead to look after our Customer Support function. Leading a team based in New Zealand and Malaysia, you will provide best in class service and support for Invenco’s products.

We are in high-growth mode at Invenco, this will be a varied position and will include the following:

  • Provide efficient, quality service and support experience for our customers.
  • Lead our team of Customer Support Analysts – mentor and guide them in Customer Operations.
  • Provide leadership for our Customer Operations team – instil a culture focused on quality.
  • Work across global markets in APAC, and liaise with our North America team on best practices.
  • Be a go-to person for customer related issues in APAC.
  • Work closely with the Business Development team to build, maintain and sustain key relationships with channel partners and customers within the APAC region.
  • Act as the first point of contact for customer escalations, ensuring following through to completion.
  • Look at way to continually improve our customer operations in New Zealand.

  • About Your Skills & Experience
    We are interested in speaking with candidates who have strong backgrounds in customer operations and support. Our ideal candidate would have held previous experience working in fast growing businesses, and most importantly have a positive out-look and an attitude that is focused on great customer outcomes. It would be advantageous if you have previous payments or petroleum industry experience, however a background in technology would be a good base to learn from.

    Ideally you hold the following experience:

  • Solid experience in a related role within customer operations or customer support.
  • Prior experience leading a customer support team.
  • Must have experience with Salesforce and Jira
  • Enjoy working on various projects.
  • Ability to build strong relationships with customers, and experience with managing large complex customers
  • Would help if you hold knowledge of of electronic payment systems
  • Knowledge of retail systems