Support Team Lead  

The Company

As a leading software as a service and workforce success platform, we provide small-to-medium sized businesses to large-scale enterprises with the tools to get the most from their biggest foundation, which is their workforce. By making it easy to make data-driven decisions, we significantly improve clients’ productivity, efficiency, and profitability. We believe in the success of the global workforces so we are always searching for individuals who could ensure smooth sailing operations with our partners.

Culture

Tanda is a fun, lively and outgoing company that values out of the box thinking. You'll work with a close-knit team of driven and self-motivated individuals, with a flat structure and a supportive team leader. Tanda provides a supportive environment that allows team members to grow organically in their role and take on significant responsibility in their day to day activities.

The Person

Tanda is seeking a passionate and ambitious individual who is looking to establish their career in a rapidly growing and Australian owned SaaS company. This Senior Support Team Lead role will be based at our Manila office in Pasig, and is ideally suited to a candidate who is looking to develop and grow their career as a professional.

The Role

• Monitor and improve the performance of the team in terms of productivity, customer satisfaction, and employee satisfaction and development
• Ensure team adheres to and meet their KPIs
• Coordinate amongst the team and build relationships. Manage and coach the team effectively and become a successful coordinator between the assigned team and internal/external customers.
• Build strong relationships, consult, and drive change within our clients' businesses
• Provide the best solutions to clients’ complex issues to ensure satisfaction and retention, through phone calls, email, and chat.
• Work hand-in-hand with our Workforce Success Team in Brisbane to make sure everything is well-aligned

You will guide our internal team and be responsible for their ongoing success. You are expected to be self-motivated in ensuring we are providing exceptional value to our clients as well.

• At least 5 years experience in leading a customer support team
• Strong communication skills, leadership, and initiative
• Excellent problem-solving skills (experience working in the software industry and with international clients is a plus)
• Confident, friendly and cheerful.

To be successful in this role, you need to be:

• A fast learner. You’re always eager to learn, and like to know the product and its integrations as much as, if not better than, those who build it
• Great with people. You’re experienced in dealing face to face with customers and are able to speak to customers in an authoritative manner.
• A problem solver. You make sure you understand the core problem and are able to effectively communicate the issue at hand to internal teams, while offering possible solutions internally and externally.
• A great communicator. You understand communication is key and are clear and concise in your interactions.
• Positive attitude. You welcome a challenge, and are resilient in finding a solution and getting it done.