The Opportunity

This role will appeal to the experienced support professional who wants the fun of solving technical problems or coaching others in resolving problems but also wants to step into a management / leadership path.

The ideal candidate is seeking opportunities to:

  • build their own Tier 1 support team
  • make a big impact on the team and the clients they support
  • develop client relationships
  • represent Customer Success in a global company
  • grow and develop into a manager / leader with coaching and mentoring available
  • work with products that add value to clients and with people who want to make a difference
  • be in a culture of collaboration, transparency, and customer obsession

While Open LMS is a 100% remote company, you must be a resident of Australia to be eligible for the position. No sponsorship is available.

What you will do

The day to day duties of this role might involve the following:

  • Oversee the day-to-day operations of 4 person in-region remote Customer Support team by managing the ticket queue
  • Provide leadership and prioritization to direct reports regarding all aspects of the job; technical, client interactions, workload management
  • Serve as escalation point for customer support issues and a senior resource where necessary for customers
  • Act as a player/coach taking on complex or strategic client issues and tickets as required
  • Communicate between regions and assist in coordinating activities across multiple departments
  • Guide and coach direct reports; give feedback and assess development, address employee issues; conduct employee performance appraisals
  • Identify ways to modify support practices to align with the vision of the Customer Experience or to be more efficient.
  • Represent Customer Support to prospects in critical bids or specific sales
  • Continuously assess and contribute to Knowledge Management by identifying and/or creating internal or external knowledge base articles, and contributing product feedback

Who we are looking for

Our ideal candidate will have:

  • Tertiary qualifications such as a Bachelor of Computer Science or similar relevant discipline
  • Minimum of 3 years experience in a customer facing technical team
  • Some experience in or exposure to team leadership
  • Good knowledge of Learning Management Systems (in particular Moodletm or Totara)
  • Experience working in education technology
  • Demonstrated ability to nurture relationships both internally and externally
  • Excellent interpersonal skills and ability to work in teams
  • Exceptional listening, written and oral communication.
  • Excellent analytical and problem-solving skills
  • Fluent written and spoken English, but Multilingual a plus
  • Ability to work with minimal supervision
  • Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.