Lead, Customer Support

Lead, Customer Support

Reports to: Customer Success Manager, ClickSend

About ClickSend

ClickSend is a global leader in business communication solutions, whose reputation is built on technical expertise, industry experience, quality support and service reliability. We provide businesses of all shapes and sizes the ability to send and receive SMS, MMS, Rich Media, Email, Voice and Post worldwide via web, app, or API. We’re a small team based in Perth, Australia, but we’re a global brand with offices in the US, UK and Philippines.

ClickSend (and parent company MessageMedia) are proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more.

About the Position

The Customer Service Team Leader is responsible for supporting and guiding the customer service team, ensuring high-quality customer interactions, effective team performance, and timely resolution of customer enquiries.

Key responsibilities include:

• Provide encouragement and support to team members, communicate team goals and identify areas for additional training or skill development.
• Set clear team goals and KPIs, monitor team performance against agreed metrics, and provide regular performance feedback and evaluations.
• Oversee the day-to-day operation and performance of the team, including delegating tasks, setting project deadlines, and coordinating coverage when team members are unavailable.
• Monitor customer interactions, including chats and inbox activity, to ensure enquiries are handled accurately and within appropriate timeframes. Provide guidance and coaching to customer service agents where required.
• Assist customer service agents with customer queries and provide support in handling complex or challenging situations.
• Handle customer escalations when a team member is unable to resolve a question or complaint, escalating further to management when required.
• Provide quality customer service by interacting with customers, answering enquiries, and effectively handling customer complaints.
• Manage ClickSend notification channels from clients and ensure all enquiries are actioned and answered.
• Monitor all inbox activity to ensure emails assigned to support agents are being actioned in a timely manner.
• Identify gaps in the knowledge base and proactively recommend changes and improvements.
• Consult with the Support Manager on areas requiring attention, including busy periods, recurring issues, and help guides that may need improvement.
• Identify training needs, provide coaching, and support team members in developing their skills and product knowledge.
• Create a healthy, motivating team environment with open communication and a positive team culture.
• Listen to team members’ feedback and help resolve issues or conflicts.
• Motivate team members and recognise areas where additional support may be required.
• Plan and organise team-building activities.
• Deliver regular reporting and updates to the Customer Success Manager, including team performance, metrics, and areas requiring attention.

Required Top Skills and Proficiencies

Top Skills – Essential

Team Management Experience

• 2–3 years of experience as a Team Leader or in a similar role.
• Proven experience managing and supporting customer service teams.
• Knowledge and experience working with performance metrics and KPIs, including CSAT and metrics associated with managing a chat team.
• Experience in team training, coaching, and identifying development needs.
• Proven customer support experience.
• Strong customer engagement skills, with the ability to communicate with customers in a courteous and professional manner.
• Familiarity with CRM systems and practices.
• Compliance experience is a plus.
• Fluent in English, both written and verbal.
• Excellent communication and presentation skills.
• Strong critical thinking and problem-solving skills.
• Strong time-management, organisational, and multitasking skills, with the ability to prioritise effectively and work under pressure.
• Sense of ownership and pride in your performance and its impact on the company’s success.
• Ability to work collaboratively as a team player.
• Strong interpersonal and communication skills.
• Experience in training and/or team leadership is a plus.

Proficiencies

• Customer Service
• Customer Support Team Management
• CSAT and Customer Service Metrics
• Guiding, Monitoring and Leading Teams
• Training and Coaching
• Product Knowledge
• Quality Focus
• Market Knowledge
• Customer Listening and Engagement
• Conflict Resolution
• Problem Solving
• Multitasking and Prioritisation
• Patience and Positive Attitude
• Attention to Detail
• People Orientation
• Organisational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills

How success will be measured

• Meet set KPIs as agreed with the Customer Success Manager.
• Work towards and deliver on Company OKRs as agreed.
• Maintain effective team performance and customer service standards.
• Ensure customer enquiries and support channels are actioned in a timely manner.