Customer Support Team Lead (Remote)

Customer Support Team Lead | Nookal | Australia

Overview

Nookal is an established practice management solution for the allied healthcare industry. We started in 2010, and now serve a wide range of practices, ranging from large to small, and multi-location. 

We deliver top-quality services across the world and pride ourselves on our scalable and extensible platforms. 

About Us

At Nookal, we have the very best people who are passionate about our product and supporting our customers.

We offer a supportive team environment that is focused on delivering exceptional support to Nookal users through understanding their needs and providing proactive solutions and education.

Our team works remotely, so you can do your part from the comfort of your own home – communication, organisation, accountability, and autonomy are key to your success.

About the Role

The Customer Support Team Lead is responsible for leading and managing the Nookal Support Team to ensure best practice customer support is provided to end users across multiple channels including messaging, tickets, emails, phone, and video calls.

The position will ensure the achievement of positive customer outcomes and business and team goals through effective leadership and performance management. The Customer Support Team Lead is responsible for fostering a team culture that is focused on solutions and continuous improvement.

Developing, implementing, and maintaining internal Support Team processes is a key part of the role along with working to develop skills and capabilities within the team to maintain a high level of efficiency and quality.

You’ll have the opportunity to work from home, with some flexibility in your hours.

The preferred candidate would have 3-4 years of proven experience managing a high-performing team within an allied health practice.

Key Capabilities

• Demonstrated ability to lead and manage a customer-facing team.
• Demonstrated ability to clearly and effectively communicate technical information both in writing and verbally.
• Ability to analyse data to identify patterns or trends and provide feedback to the Head of Support.
• Strong problem-solving and logical thinking skills, including the ability to analyse and solve complex problems in a logical manner. 
• Proven ability to persuade and influence decision-makers to adopt solutions and achieve desired outcomes. 
• Self-motivated and driven to achieve success through meeting and exceeding targets and KPIs.
• Demonstrated ability to work collaboratively with cross-functional teams including Support, Sales & Development to resolve issues and improve the software. 
• Previous experience working in a busy Allied Health environment, preferably Practice Management, would be highly regarded but not essential. 
• Experience with allied health industry trends and best practices preferred.
• Familiar with Practice Management Software, Nookal experience is highly regarded but not essential.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home