Customer Support Lead, Auckland

Join to apply for the Customer Support Lead role at Les Mills Brasil . 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 within 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 worldwide. 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 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 met and exceeded. This role will contribute by allocating 50% to direct customer service, coaching the team, improving support processes, and representing the voice of the customer within our cross-functional support team.Skills and Experience Needed: At least 3 years of experience in a technical customer support role. Experience as a lead, coach, or supervisor. Proficient with CRM platforms such as Salesforce, ecommerce systems, payment gateways, analytics systems, and kanban. Excellent communication skills and the ability to interact across all organizational levels.Practical problem-solving skills with a proactive approach. Strong time management and prioritization skills, able to multitask under pressure. Creative thinking abilities. Comfortable working in an environment of ambiguity. Energetic, flexible, resilient, and adaptable to change. Ability to remain calm under pressure and excel in fast-paced environments.Self-motivated and willing to put in the groundwork to establish systems and processes. About Les Mills International Les Mills International is dedicated to creating a fitter planet. Our programs are in 20,000 gyms across over 100 countries, complemented by our digital subscription service LES MILLS+ (like Netflix for workouts). We operate as a flexible and hybrid workplace, encouraging work/life balance and a supportive environment for our employees.Reference number: req301 Additional Details: Profession: Customer Service Company: Lesmills Career Date posted: 26th Mar, 2025 Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Wellness and Fitness Services #J-18808-Ljbffr