Support Team Leader

Summary about this job

Detail information about job Support Team Leader. Terms and conditions vacancy

• A career making opportunity in a leading team
• Birthday cake, standing desks, ping-pong, craft beer, snacks, yoga...
• Never stop learning, never stop growing!

Vend is an award-winning, venture-backed tech company and our mission is simple: to create remarkable retail life. We help our retailers build thriving businesses, live more fulfilling lives and create experiences that people love. And as we do, we encourage the diversity that makes communities unique. We’re also on a mission to be a remarkable company!

We have over 200 talented people across our offices in Auckland, Toronto, London, Melbourne and San Francisco working to delight retailers worldwide who are running successful retail operations in their communities and online.

 And well... we’re hiring! We are looking to hire an enthusiastic, hard-working, natural born leader and influencer to join our Customer Support Team!  In this role, you will be leading a team of 12-15 of amazing Customer Support Agents and Product Specialists in our Auckland office, motivating them as well as providing amazing service during every interaction a Vend customer has with the support team.

You will be integral to your team's growth and development and impact the way we delight our retailers on a global scale. When your team is inspired and loving what they do... our retailers can feel that, so keep your team happy and our retailers will reap the benefits too. You are their cheerleader and advocate; the ultimate support “parent” making sure that our support team are equipped with the tools they need to make sure they are able to efficiently serve our retailers, and keep them delighted. You motivate your team so much that they are constantly looking for new and innovative ways to solve retailers biggest pain points, and you are seeing your team grow and improve their support skills on a daily basis.

A day in the life of a Support Team Lead might look something like this:  

- Conduct regular 1:1’s with direct reports and develop and communicate weekly/monthly action plans to ensure individual and team KPIs are being met

- Attend support leadership meetings and be a strong voice for our Auckland team

- Collaborate with other teams such as Solutions and contribute on projects that impact the global team and wider organization to maximize productivity and customer satisfaction

- And last but not least, continuously motivate your team through coaching and constant career conversations, recognition programs, facilitating regular team outings, karaoke nights, axe throwing and of course rewarding your team with copious amounts of food.

Does this sound like you?

- 1-2 years in a Support Team Lead role or Support Management function with an expert understanding of customer support functions and best practice

- Your background and experience in Customer Support make you a great candidate, but it’s your experience in leading a team that makes you a top-notch candidate for the role!

- You are technically savvy and have experience working with technology

- Experience with customer support and ticket management software, such as Zendesk, Salesforce or Intercom is an asset

- Your verbal and written communication skills are one of your strongest attributes.  You know how to share knowledge publicly in a way that people want to listen to you

- You have a knack for listening to goals and aspirations of your team, achieving them and a proven track record for building, motivating and fostering high performing teams.

During the interview process, we’ll ask you some questions like: What kind of work environment do you do your best work in? How do you stay organized when you’ve got a million things on the go? Are you allergic to dogs? Because that might be a problem.

Obviously, we’re looking to ensure it’s a solid fit from both sides: we want you to step into a role you love, and we want to offer you a place you’re proud to come to everyday. For a glimpse into our world, feel free to check out the #weworkatvend hashtag on Instagram and take a peek at the pieces of our culture our team likes to celebrate.