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Product Support Supervisor (Sydney)

Australia - Sydney

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Product Support Supervisor (Sydney)

Are you looking for a meaningful career in a client-focused team environment, where you get to use your excellent leadership and customer service skills to help others? Are you passionate about technology, operational excellence, data-driven decisions, and inspiring teams to deliver world-class support? Are you a customer-focused self-starter, with excellent communication and listening skills, with a passion for leading teams to deliver high customer satisfaction? If so, we want to talk with you!

We are seeking a Product Support Supervisor to join our Customer Experience and Software Products Leadership teams. As the Product Support Supervisor, you will be responsible for leading, and supporting a team of individuals who deliver world-class support to Escapia Software’s B2B technical partners and professional property managers. In this role, you will be responsible for all facets of the team including coaching, performance management, career development and process/team improvements.

What you’ll do:

  • Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching.

  • Proactively communicate with Product Support Manager regarding workflow, staffing issues/performance, and customer experience items including knowledge management and operations

  • Support team by answering questions, giving feedback, and providing mentorship on team issues.

  • Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met, and address issues quickly when they are not.

  • Advocate for process and product changes that improve customer experience and innovate toward simplicity.

  • Develop and maintain subject matter expertise across functional areas of responsibility including processes, policies, and products.

  • Special projects as designated by management.

  • Lead by example and work in queues a minimum of 25% of work day to maintain subject matter expertise and support service level goals.

  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency.  

  • Provide feedback to team members in 1:1 at least twice per month.

  • Resolve escalated customer complaints and questions within the required time frame; assist team with de-escalation of calls in real-time as needed.

  • Coordinate training for new hires and existing staff; participate in the delivery of training.

Who you are:

  • At least 3 years of experience in tech support or customer support.  Experience working within a B2B software business preferred. Internet, property management, or travel industry experience is useful.

  • Expertise in troubleshooting software, integration, and API issues is a plus. 

  • BA/BS degree strongly preferred. 

  • Proficient in Atlassian products (Jira & Confluence) and Salesforce is useful.

  • Consistent track record of delivering great customer satisfaction in complex, rapidly-changing environments.

  • Excellent interpersonal, communication and consulting skills

  • Understanding of standard business practices related to customer support operations

  • Ability to plan well and prioritize work to continuously meet multiple project deadlines with high quality

 #LI-SMT

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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R-65438

Job Category
Customer Service Group

Job Function
Contact Center Management

Locations
Australia - Sydney
Australia - Newcastle

Job Type
Full-Time Regular

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