Customer Support - Perth, Australia - Taxfix

Description

Our story:

Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether.

We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence.

Spread across Berlin and Madrid, Team Taxfix is a compassionate group of solution-finders. We speak our minds openly, and with 500+ professionals from 60+ different nationalities, we're rich in ideas and voices.

In five years, we've raised over 300 million euros in funding and helped people reclaim more than one billion euros.

Your challenge:

You are accountable for managing all hands-on operational aspects of the product, providing leadership, management, and vision to ensure Taxfix has the proper operational controls, and administrative and reporting procedures in order to ensure financial strength and operating efficiency.

Ultimately, you ensure high-quality support for customers in our local Australian market at scale by leading and inspiring the team to do their best work.

We are looking for Customer Support & Operation Lead (d/f/m) to join our top-motivated Operations team, for a limited full-time contract from mid-May to December 2023.

Your responsibilities:

• Lead the team to be able to hit business targets
• Ensure company performance targets are set and met by all the managers and members of the team
• Define and align team performances standards and reflects results on the team hiring strategy
• Support your team in project coordination and prioritization
• Keep the members of the team engaged and organize appropriate training and development in line with the company culture and values
• Ensure the team has the best working environment in order to drive the highest quality of our customer service
• Drive internal improvements
• Create operating processes and procedures according to the product to ascertain if they are successful and if not, identify compliant alternatives
• Evaluate how to operate and implement the necessary strategies, internal (resources distribution and typology) and external (communication channels) as well as processes, procedures and policies
• Align departments and manage external stakeholders in order to achieve company goals with success, coordination, and efficiency
• Collect reporting and analytical internal requirements and needs, specifically related to main Key Performances indicators (CSAT, CES, FCR, Handling Time and Contact Reasons)

Your profile:

• You have 23 year of experience in a team lead or management role within customer care;
• You have handson experience in Customer Success, Operations or Sales.
• You have a real passion to deliver the best possible customer experience
• You show analytical and problemsolving skills ability to research and address concerns as well as strong operational track record
• You can manage competing priorities and have the ability to work autonomously
• You are flexible to evolving workflows and responsibilities
• You are bringing a proactive attitude: you don't wait for someone else to solve a problem, but take matters into your own hands.
• You have excellent communication skills (both written and verbal), you speak English at a native level
• You are confident in navigating cloud tools (Google Drive) and ticketing tools.

Why Taxfix?:

• A chance to do meaningful, peoplecentric work with an international team of passionate professionals.
• Plenty of opportunities to socialise as a team. In addition to internal tech meetups, our international team hosts regular gettogethers—virtually and in person when possible.
• Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal taxrelated questions.
• Enjoy the flexibility of working remotely from anywhere in Australia with our company.

Excited? So are we.

Learn more about Team Taxfix on our blog and get a glimpse of our culture below:

At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences.

We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin.

To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV.

Let your experiences speak for themselves.