Customer Support Team Lead

Tyro Payments

Tyro Payments

Customer Service
Sydney, NSW, Australia
Posted on Saturday, September 16, 2023
Why work for us
We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.
Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.
🎥 Take a look here what it's like to work at Tyro
The primary focus of the Customer Support Team Leader is twofold;
Firstly, delivering an exceptional customer experience (best in industry) through the coaching, development and mentoring of a team of Customer Support Specialists. This will include call monitoring, the adherence to our Tyro customer practices and maintaining a best in class quality score.
Secondly, the CS TL will be responsible for working with their peers and the Customer Support Manager to continuously improve the way we do business, through our high performing culture, digital innovation or process improvement.

Main Responsibilities:

  • Responsible for daily, weekly and monthly operating rhythm with the team of Customer Support Specialists. Including but not limited to;
  • Daily team stand-up’s
  • Weekly coaching
  • Monthly performance reviews
  • Quarterly development discussions
  • Call monitoring (QA) and feedback sessions
  • To help in continuing to transform from a transactional contact environment to a relationship based discussion and experience
  • Focus on evolving the team’s capability to drive a ‘best in industry’ customer experience
  • Deal with escalations and take accountability for a mutually beneficial outcomes
  • Work on developing the capabilities of the ‘senior’ CSS
  • Fulfill any admin tasks required to an exceptionally high standard
  • Work with and support the Customer Support Manager in any tasks required to build a high performing culture

Required Experience :

  • Demonstrable people leadership experience
  • Tele-sales or Tele-marketing, Call Centre experience (inbound or outbound) preferably in payments, Banking/Finance, Retail or Hospitality
  • Experience with problem solving & customer needs analysis
  • Excellent troubleshooting skills in both technical and service fields
  • Strong Verbal and written Communication skills
  • Well developed time management and organisational skills.

Desirable Experience:

  • Understanding of payments equipment and Point of Sale systems
  • Will have Windows/iOS operation and configuration knowledge
  • Call Centre telephony systems experience
  • Overview of Financial Services Industry
Perks & Benefits
We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more!
Our Story
Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.
Values
Wow the Customer - We love our customers and we want them to love us too.
Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.
Commit to Greatness - We think big, move fast and dare to be different. We're always asking "what's next?"
Stay Hungry - We ooze passion and determination and we play as a team to win.
Win Together - We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate.
Privacy and Submitting your Application
By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.
Tyro does not accept unsolicited agency CV’s. Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.
We are a Circle Back Initiative Employer and commit to responding to every applicant.