Customer Service Lead

Les Mills

Auckland
Permanent
Full-time

1 month ago

Coach the team on best helpdesk and customer satisfaction practices to ensure B2B customers enjoy a seamless experience.

Use your passion for delivering exceptional customer support
Join a global organization committed to creating a fitter planet
Flexibility, wfh options and benefits include free gym membership

About Les Mills:
Purpose and passion: it's a potent combination that drives us to achieve true greatness. At Les Mills International, unlocking and amplifying that inner drive to achieve goals is something we're not shy to say we're great at. We do it for millions of people around the globe each week by delivering life-changing fitness experiences. And we do it every day for our own team by providing a mandate to thrive, to play to strengths and to be proud of the part we play in creating a fitter planet.LES MILLS™ + is changing the game when it comes to working out at home. With a true start-up spirit driving the team to success, we're putting 2000+ workouts at our customers' fingertips - on their devices in the comfort of their own homes. We've a bold vision and big plans for this innovative offering, so come and jump in on the action.The Role:
Reporting to the Customer Service Manager, the Customer Service Lead will help train and guide a high performing, collaborative customer success team. In this role you will be at the forefront of our mission to provide exceptional customer service while optimizing operational efficiency. This role is perfect for individuals who are hungry for growth and ready to take their career to the next level.What You'll Do:

Refine your technical skills and become a master of our products and services.
Lead initiatives to exceed operational targets and drive process improvement.
Mentor and coach junior team members, fostering a culture of collaboration and continuous learning.
Influence product development with customer feedback and strategic thinking.
Engage in thought leadership activities and share your expertise with the wider support community.
Play a key role in developing and implementing customer-oriented procedures to enhance service delivery.

Skills required: * Proficient with customer service platforms and tools such as FreshDesk, Jira, Confluence, Datadog or similar

Ability to use project management tools and agile ways of working.
High degree of computer literacy
Experience with technical troubleshooting and escalation processes, particularly in digital platforms.

What's in it for you:Opportunity for Growth: We are committed to your professional development and offer clear pathways for advancement.Innovative Environment: Work alongside like-minded individuals who are passionate about driving innovation and excellence.Impactful Work: Make a real difference in the lives of our customers and contribute to the success of our organization.Supportive Culture: Enjoy a supportive and collaborative work environment where your ideas are valued and encouraged.Balanced workplace: 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.We offer some great benefits that include:

Free gym membership and LM+ Subscription
Health Insurance discount
Friday drinks
26 weeks full pay primary carer leave
Monthly company wide events
Global mobility
Dog friendly office
Volunteer day
Free fresh fruits & snacks

We are a Rainbow Tick certified organization committed to providing a flexible, diverse and inclusive environment. We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you're excited about this role, we encourage people of all backgrounds to apply, even if you don't meet every requirement. We might have something waiting in the wings that you'd be perfect for. We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.

Les Mills

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