About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment solutions. We are committed to connecting people, businesses, and communities across Australia, leveraging innovative technology and exceptional customer service. Join us in shaping the future of connectivity.
Job Description
We are seeking a highly motivated and experienced Online Support Lead to join our dynamic remote team. This is a fantastic management opportunity for someone passionate about customer service, online problem-solving, and leading a high-performing team from the comfort of their home. You will be responsible for overseeing a team of online support specialists, ensuring the delivery of outstanding customer experiences, resolving complex queries, and driving continuous improvement in our digital support channels. If you have a knack for leadership, a deep understanding of online support best practices, and thrive in a remote work environment, we encourage you to apply.
Key Responsibilities
- Lead, mentor, and motivate a team of online support specialists to achieve performance targets and provide exceptional service.
- Oversee daily operations of the online support team, ensuring efficient workflow and timely resolution of customer issues.
- Handle escalated customer inquiries and complex technical problems, providing expert guidance and solutions.
- Develop and implement strategies to enhance customer satisfaction and improve overall support processes.
- Monitor team performance metrics, conduct regular performance reviews, and provide constructive feedback.
- Collaborate with other departments to resolve cross-functional issues and improve the end-to-end customer journey.
- Contribute to the creation and maintenance of knowledge base articles and support documentation.
- Identify training needs and facilitate professional development for team members.
- Ensure compliance with company policies, procedures, and service level agreements.
Required Skills
- Proven experience in a leadership or supervisory role within a customer support or online service environment.
- Exceptional written and verbal communication skills, with a focus on clear and empathetic online interactions.
- Strong problem-solving abilities and a methodical approach to complex issues.
- Proficiency with CRM software and online support platforms (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote work setting.
- Demonstrated ability to motivate and develop a remote team.
- High level of digital literacy and comfort with various online tools and technologies.
- A strong customer-centric mindset with a commitment to delivering high-quality service.
Preferred Qualifications
- A Bachelor's degree in Business, Communications, IT, or a related field.
- Experience in the telecommunications or technology industry.
- Certification in customer service management or project management.
- Familiarity with agile methodologies.
Perks & Benefits
- 100% remote work flexibility, allowing you to work from anywhere in Australia.
- Competitive salary package with performance incentives.
- Comprehensive health and wellness programs.
- Generous paid time off and flexible leave options.
- Opportunities for continuous learning and professional development.
- Access to the latest technology and tools for remote work.
- A supportive and inclusive company culture.
- Employee discounts on Telstra products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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