Customer Support Lead, Auckland
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Les Mills International

Customer Support Lead

  • Posted Today
  • Hybrid
  • Full Time
Location

Auckland

Job Description

Ensure our customers enjoy a seamless consumer experience through coaching the team, collaborating with our cross-functional team, and providing quality technical support.
We are looking for people who love working with technology, have a curious mind, and can really get a buzz out of helping people. 
This role is a key position with our Global Customer Service Team. The Instructor (IX), Virtual and Les Mills+ service teams enable our customers to experience Les Mills programs and products by supporting customers consuming our content around the world.

Our international service team spans Germany, UAE, the UK, the US, and NZ. In this technical support role, you'll collaborate with internal teams to enhance customer satisfaction and retention. You'll assist Instructor, Virtual, and Les Mills+ customers by swiftly identifying and resolving issues via our online ticket management system, and managing specialist escalations. This role also offers the chance to lead and mentor a high-performing customer support team.

The role:
We're looking for a Customer Support Lead within our Instructor Support Team. We are responsible for ensuring all Customer Service KPIs are agreed, measured, and achieved/exceeded. This role will contribute to achieving that goal by allocating 50% to direct customer service, coaching and the customer service team, identifying and improving support processes, and working within our cross functional support team as the voice of the customer.

Skills and experience you’ll need: 

At least 3 years of experience in a technical customer support role:

  • Experienced lead/ coach/ supervisor  
  • Proficient with CRM platforms such as Salesforce, etc. And tools such as ecommerce systems, payment gateways, analytics systems, and kanban. 
  • Excellent communicator with strong interpersonal skills and the ability to interact at all levels of an organization while working cross-functionally with different teams. 
  • Practical problem-solver with a “can do” approach.  
  • Strong time management and prioritisation; ability to establish urgency of tasks and multi-task under pressure. 
  • Able to think creatively.
  • Enjoy working in an environment of ambiguity. 
  • Energetic and not afraid to work flexibly to get the job done. 
  • Remain calm under pressure, excel in fast-paced environments. 
  • Self-motivated, flexible, resilient and embrace change and not afraid of putting in the groundwork to set up systems and processes. 


About Les Mills International:
At Les Mills international, unlocking and amplifying that inner drive to achieve our goals is something we’re not shy to say we’re great at.
Today, Les Mills Internationals programs are in 20,000 gyms in over 100 countries – pair that with the boom of our digital subscription service LES MILLS+ (like Netflix for our workouts), and it’s an exciting time to be a part of our global company. Our mission is simple – to create a fitter planet.
You don’t have to be a fitness fanatic to fit in here, but you can make a workout part of your workday. If you want to grow your professional career, Les Mills International could be the place for you. Our mission is simple – to create a fitter planet.

We operate as a flexible and hybrid workplace with a mix of working in the office and at home as a work scheme that enhances and encourages work/life balance. Whether that be working from home, going to the gym or doing school drop-offs/pick-ups, we want our employees to feel comfortable working in an environment where they can thrive and feel empowered.

Desired Soft Skills

  • Technical Support
  • CRM Platforms
  • Ecommerce Systems
  • Analytics Systems
  • Ticket Management
  • Leadership
  • Communication
  • Problem-Solving
  • Time Management
  • Resilience

Benefits and Perks

  • 🤱
    Extended Parental Leave
  • 📆
    Paid Volunteer Leave
  • 🏘
    Work from Home
  • 🧕
    Inclusive Workspace
  • 🩺
    Health Insurance
  • 🏋
    Gym Membership
  • 💚
    Counselling Services
  • 📈
    Professional Development
  • 🏎
    Competitive Salary
  • 🎉
    Employee Discounts and Rewards
  • 📣
    Referral Bonuses
  • 🚘
    Travel Reimbursement
  • 🍺
    Free Drinks
  • ⏰
    Flexible Work
  • 🍇
    Fruit Box
  • Gender Transition Suport

Job Schedule

  • Shift Work

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