Customer Support Lead, Auckland

Full Time 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 content consumption 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 will 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 opportunity to lead and mentor a high-performing customer support team.The Role We are seeking a Customer Support Lead within our Instructor Support Team. We are responsible for ensuring all Customer Service KPIs are set, measured, and exceeded. This role will contribute by allocating 50% of time to direct customer service, coaching and supporting 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 Experience as a lead, coach, or supervisor Proficient with CRM platforms such as Salesforce, and tools like ecommerce systems, payment gateways, analytics systems, and kanban Excellent communicator with strong interpersonal skills and the ability to interact at all organizational levels while working cross-functionallyPractical problem-solver with a proactive approach Strong time management and prioritization skills; able to establish task urgency and multi-task under pressure A creative thinker Comfortable working in an environment of ambiguity Energetic and adaptable, willing to work flexibly to complete tasksAbility to remain calm under pressure and excel in fast-paced environments Self-motivated, flexible, resilient, and open to change, with a willingness to establish systems and processes About Les Mills International Les Mills International is passionate about unlocking and amplifying inner drive to achieve goals. Our programs are available in 20,000 gyms across over 100 countries. With the rise of our digital subscription service LES MILLS+ (similar to Netflix for workouts), it’s an exciting time to be part of our global company. Our mission is simple: to create a fitter planet.You don’t need to be a fitness fanatic to join us, but you can incorporate workouts into your workday. If you’re looking to grow your professional career, Les Mills International could be the right place for you. We operate a flexible, hybrid work environment combining office and remote work to supportwork/life balance. Whether working from home, at the gym, or managing family commitments, we want our employees to thrive and feel empowered.Reference number: req301 Profession Customer Service Company Lesmills Career Date posted 26th Mar, 2025 #J-18808-Ljbffr