Head of Customer Support (Flexible Work Location - Melbourne / United States)

Austin, United States


We are on the lookout for an experienced customer support leader who enjoys leading a team and can provide superb service to our customers to head up Flippa's Customer Support team.

As the Head of Customer Support you will be responsible for managing the day to day operations of Flippa’s customer support and customer service function to ensure that ultimately Flippa establishes trusted and repeated customer relationships.

We are focused on attracting the best person for the role and this means the location of this position will be largely dependent on the right candidate.  While we have two key offices in Austin, TX and Melbourne, Australia where this position could be based we are also open to considering other locations across the United States.

About Flippa

Flippa is a global startup and technology platform based across two offices - Austin, TX and Melbourne, Australia. We run the world's #1 marketplace for buying and selling digital assets and online businesses. Now we're expanding rapidly to support our even bigger plans for the future, and that means we need more awesome people to join our team!

Flippa connects asset and business owners with buyers around the world. The community is powered by creators, makers, entrepreneurs and business owners who are either looking to buy or sell.

We pride ourselves on our customer focus, our learning mindset, our culture of experimentation and innovation, and our willingness to risk failure to achieve something awesome.

Nothing about Flippa is boring or conventional. When you work at Flippa you're working in a team that values all input, regardless of position and experience. We support each other to reach goals and celebrate the wins.

Selling is hard. It’s easy with Flippa. We’re building a business that makes it easier for our clients to sell theirs.

About the Role

This is a fast paced, varied role, where you will get to:

  • Be the single most knowledgeable escalation point. You will be a point of contact to handle the most complex customer complaints or inquiries and act as an escalation point to assist the team with customer issues.

  • Drive improvement in Flippa’s customer communications. You will establish priority queues, set team expectations and work with the broader teams to build out more sophisticated offerings to better support our important global customer base.

  • Lead from the front. You will get in the queue and be hands on. You will respond to customer support tickets - as required - on a daily basis (in the beginning this would likely be 20+ tickets daily)

  • Drive development of the company's core support services. You will advocate for and drive advancements that help with speed, quality and efficiency of communication

  • Provide solutions-oriented support to Flippa’s customers and optimize the customer experience by liaising with the team internally to identify opportunities to continually improve the customer experience.

  • Be the Voice of the Customer to the product team to ensure Flippa continues to evolve as a platform in a way that aligns with the goals of our customers - which is to sell their digital asset or business

  • Grow the adoption rate of Flippa by communicating ‘How Flippa Works’ to new potential customers

  • Evaluate the “big picture” themes and patterns by analyzing Flippa’s user experience and then assist in driving resolution with our Product & Engineering teams to prevent larger issues from occurring

  • Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the ability of Flippa’s customer support representatives to respond to customer needs.

  • Ensure common customer questions can be responded through available resources via the knowledge hub and from previous customer cases

  • Lead a team of Customer Support Representatives (based in several locations globally) by providing them with direction, support and regular coaching to motivate the team.

  • Develop staffing, including shift patterns and the number of staff required to meet demand

  • Set key performance targets for the team with a focus on speed, efficiency and quality

Tech Stack:

Slack, Google Work, Zendesk for Support

What you’ll bring:

  • Bachelor’s degree or equivalent work experience in a customer service environment
  • Proven experience managing and building a team - a strong EQ is critical to your success in managing a remote team based in several locations.
  • Strong customer service focus as demonstrated through your prior work experience
  • Able to be successful with ambiguity and solving the customers needs working across functional lines to advocate and solve issues for the customer
  • Prior experience in a start-up or fast tech environment would be ideal

Desirable attributes:

  • Operate daily with a Think, Say, Do, mindset to ensure your success at Flippa

  • Be able to operate and be comfortable working with variability on a daily basis

  • Be able to respond with speed

  • A willingness to get involved and respond to day-to-day tasks based activities in order to understand the operations effectively

  • Desire to roll the sleeves up and get involved as required

  • Prior CRM experience preferred in particular Zendesk.

  • Strong attention to detail and time management

  • Sound oral and written communication skills

  • A willingness to go ‘the extra mile’ for Flippa and Flippa’s customer base

If this sounds like you, please apply by attaching a copy of your resume (CV) and providing a cover letter.

Job Type: Full-time

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