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 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 will 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 opportunity to lead and mentor a high-performing customer support team.The Role We're seeking a Customer Support Lead within our Instructor Support Team. Our responsibility is to ensure all Customer Service KPIs are set, measured, and exceeded. You will contribute to this goal by dedicating approximately 50% of your time to direct customer service, coaching and developing the customer service 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 Proficiency with CRM platforms such as Salesforce, and tools like ecommerce systems, payment gateways, analytics systems, and kanban Excellent communication skills and strong interpersonal abilities to interact effectively at all organizational levels and across teamsPractical problem-solving skills with a proactive approach Strong time management and prioritization skills; ability to handle multiple tasks under pressure Creative thinking abilities Comfortable working in ambiguous environments Energetic, flexible, and adaptable to changing circumstancesCalm under pressure, capable of thriving in fast-paced settings Self-motivated, resilient, and willing to lay the groundwork for systems and processes About Les Mills International Les Mills International is proud to be a leader in fitness and wellness, with programs in 20,000 gyms across over 100 countries. Our digital subscription service, LES MILLS+ (similar to Netflix for workouts), marks an exciting phase of growth. Our mission is to create a fitter planet.You don’t need to be a fitness enthusiast to join us, but you can incorporate workouts into your daily routine. If you're looking to grow your career, Les Mills International could be the perfect place for you. We support a flexible, hybrid work environment, allowing employees to work from home or the office to promote work/life balance. Whether it's working remotely, going to the gym, or managing family commitments, we want our employees to thrive and feel empowered.#J-18808-Ljbffr