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Customer Support Team Manager (12 month contract)

The Gig

We’re looking for an experienced Support Team Manager that will provide leadership to our entire operational Support Team. This position is a fixed length 12 month contract with the possibility to extend or transfer into adjacent roles.

This is a rare opportunity to join the Up’s Support Leadership Team on our journey to become the most trusted support team in the land. We want our customers to feel good about their conversations with us, providing a customer support experience that rivals our product experience.

Our Support Team provide Support from 6am - Midnight, 7 days a week through our super powered 'Talk to Us' in-app chat, guided by our Support values every step of the way. Be a MATE, be an EXPERT, be UP & be QUICK. We're constantly improving our systems to ensure we're providing high quality and personalised support to thousands of Upsiders every day.

Up’s Customer Support Team Manager reports to the Head of Support, overseeing a team of Support Team Leads. Your immediate focus is to set your Team Leads up for success to deliver breakthrough performance. You will be responsible for your team’s overall performance, compliance, hiring, training, oversight and rostering. There will also be a focus on coaching and development of your direct reports in their leadership roles as well as cross team collaboration and various process improvement projects to help Support scale efficiently.

About Ferocia

Up is designed and built by Ferocia; a passionate team of engineers, designers and dreamers reinventing banking. Ferocia is a technology company within Bendigo Bank whose focus is delighting customers with simple, effective, distinctive and high-quality banking software. This has enabled us to work closely with our creative tech minds to build us the tools we need to service our Upsiders.

Tasks:

  • Overseeing the day-to-day operational running of your assigned Support teams.
  • Responsible for the qualitative and quantitative performance of assigned teams to agreed standards, including assessment, reporting and improvement programs.
  • Heavily involved in operational team strategy
  • Ensuring your teams adhere to processes and relevant regulations.
  • Overseeing hiring program in conjunction with People & Culture and making hiring decisions for the team.
  • Captaining or collaborating in the delivery of process and system improvements.
  • Collaborating with Team Leads, The Head of Support and various teams within Ferocia (CX, Engineering, Product and Design).
  • Assisting in defining team structure, standards, processes and responsibilities.
  • Coaching & mentor reports (how to 1:1, how to motivate, how to performance manage).
  • Responsible for team rostering.
  • Contribute to Business reviews, prioritising support work (Tech/Processes) and driving the delivery of reporting all-things-Support.
  • Collaborate with CX, Engineering, Product and Design to deliver initiatives focused on improving our current state customer experiences - from identifying pain points, setting our success measures to working with other teams to find the right solution and seeing it all the way through to implementation.
  • Processing time sheets/penalty rates and leave requests.

Job Requirements

  • Significant experience in a similar role. Ideally, leading teams of teams
  • Be a team player and a team builder
  • Need to walk the walk and talk the talk
  • Know when to be hands on, and know when to step back.
  • Be dynamic and at times have the ability to work under ambiguity and be creative.
  • Ability to give advice and feedback naturally
  • Strong interpersonal communication skills
  • Ability to develop and motivate people

How to apply

Does this sort of thing sound exciting to you? To kick start the process, we are keen on your words 🤓 Please respond to each prompt in 250-300 words:

  • 1. What is unique about your background and experience that you would bring to your team at Up?
  • 2. Describe a workplace situation where you had a responsibility for managing people. Reflect on what you learned.
  • 3. What advice would you give to a prospective candidate stepping into a similar role with several team leads, each leading a team of support agents?
  • 4. Tell us what you’re good at. Tell us what you’re not good at.

Please direct your submission to careers@up.com.au (attention: Megan) with your resume and a brief spiel on what you are passionate about and we'll take it from there.

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