Support Team Lead (SEA)
Employment Hero, Malaysia
Job Description
Our mission and where you fit in
Employment Hero is an Australian tech unicorn - valued at over $1.25 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year-on-year since our inception in 2014, and now service over 90,000 businesses and 850,000+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.
We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable timezone to their colleagues. If you’ve got the skills for the role and the passion for our mission then we want to hear from you!
What to Expect as our Support Team Lead (SEA)
As the Support Team Lead (SEA), you play a pivotal role within Employment Hero’s Customer Experience department. You will work in the business, driving and managing the performance of our Support Team and supporting their growth and development to ensure expectations are consistently met. You can also expect to work closely with the Head of Services, Implementations and Onboarding Manager as well as other key leads in executing and embedding key initiatives. If you're ready to be the guiding light for our support team, making a real difference to their experience, join us today!
Key Responsibilities:
- Manage team roster, queue workflow, backlog, escalating priorities, SLA adherence and FIFO workflow.
- Conduct weekly and monthly agent and team metric reporting, surfacing insights and solutions needed to resolve.
- Responding to and resolving inbound support tickets, customer amp; agent escalations, and phone call questions related to the Employment Hero Platform as needed, based on volume.
- Recruit, onboard, coach and develop a team of Support Consultants by nurturing an environment where they can excel through encouragement, empowerment and meet clear expectations.
- Triage customer support issues and liaise with the appropriate team (e.g. Product, Engineering).
- Ensure Support Consultants are adhering to ticketing best practices and expectations as set by yourself and Head of Services, SEA.
- Execute the rollout of initiatives and projects cascaded from Head of Services, as well as taking on learnings from other regions and applying where appropriate.
- Drive the responses and resolutions to negative CSAT and NPS feedback to determine the root causes of issues, and further recommendations for customer account improvement through Support Consultants.
What will you bring:
- Payroll, HR or SAAS leadership experience.
- Exposure to varied industries and business models.
- Proven ability to handle escalations of customers and internal stakeholders (Platform, technical and Service).
- Proven ability to lead, manage, grow and coach teams.
- Proven ability to provide constructive feedback to team members.
- Able to proactively identify individual, team and group areas of improvement for coaching and process areas.
- Exposure to working in fluid, high change environments with disruption.
- Problem solving skills and sound and thorough approach to troubleshooting.
- Ability to manage competing priorities working autonomously but also request assistance where needed.
- Strong polished verbal and written communication skills Strong with the ability to translate between business and technical knowledge / terminology. Ability to converse in Malay or Cantonese is desirable.
- Previous exposure to roles requiring ongoing internal and external stakeholder management.
- Previous experience in managing workplace disputes, performance management discussions, coaching and feedback delivery.
- High level of emotional intelligence and maturity.
- Strong problem solver.
- Confidence in delivering direction and feedback.
- Passionate, self starter with a growth mindset.
Life at Employment Hero
Remote-first principles
At Employment Hero, we’re not just working remotely; we’re integrating flexibility and global reach into the heart of our daily operations.
We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.
Work your way
Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.
We’ve got your back
Whether you’re a seasoned remote-first pro, or a first-ti