We are looking for a Customer Support Associate to join the Square Australia Customer Success team. The Customer Success team works with Square sellers (merchants) by phone and email, to solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you’ll support our diverse Square seller base across Australia.

You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.

This role can be based in either our Melbourne or Sydney offices through a hybrid of in-office and remote working, but also remotely anywhere on the east coast of Australia. Multiple positions are available.

You will:

• Engage with Square Sellers spending up to 80% of your time managing inbound phone inquiries from Square sellers in a dynamic, fast-paced environment
• Demonstrate genuine curiosity for people and businesses, maintaining a continuous desire to learn and grow
• Use creative problem solving skills, utilizing innovative approaches to address seller inquiries, leveraging support from your partners, resources, and team
• Identify, document, and take ownership of seller issues, ensuring problems are resolved effectively and efficiently
• Analyze trends and patterns in seller issues and provide recommendations to enhance seller loyalty and overall experience
• Collaborate and work closely with internal teams, stakeholders, and Square sellers, showing empathy, an openness to diverse perspectives, and a willingness to take principled risks.
• Be flexible to support sellers of all shapes and sizes, being prepared to occasionally work on public holidays and weekends to support them

Our client is a non-profit organization based in the US, with operations in the US, UK, and a satellite office in Melbourne supporting Australia, New Zealand, and the broader APAC region. They are seeking a Technical Customer Consultant Team Leader with strong customer service orientation and team management skills to oversee a team of 6 customer support staff. The ideal candidate will ensure efficient and accurate technical support to users and businesses.

Role Overview:

As the Technical Customer Consultant Team Leader, you will:

• Manage a team of 6 customer support staff, addressing the joys and challenges of staff management.
• Report to a manager based in the Netherlands.
• Collaborate with local Team Leaders for ANZ (4 in total) to share information, support new project implementations, and resolve local technical issues.
• Support the suite products.
• Ensure the team systematically stays updated with product updates, fixes, and other relevant information.
• Act as the escalation point for more complex client issues.
• Liaise with overseas offices and similar teams to align on information and operating expectations for the ANZ region.
• Oversee a 5-day support operation, Monday to Friday, from approximately 7 am to 10 pm.

What’s in it for you:

• Be a part of supporting advancements at the leading edge of science or helping children build a strong learning foundation; shared knowledge is the common thread.
• Enjoy a hybrid work environment with 3 days in the office in Melbourne’s CBD.
• Receive an attractive salary of $90-95k + Super.
• Join a very stable, close-knit team with an average tenure of over 10 years.

• Strong client-facing and communication skills.
• Strong customer service orientation.
• Advanced troubleshooting and multitasking skills.
• Any knowledge of a CMS, LMS, or KMS would be helpful but not necessary.
• Proven experience in managing a experienced team.
• Flexibility to work in a hybrid environment and adjust to different work schedules as needed.
• Strong multitasking abilities to manage multiple priorities and tasks simultaneously.
• Excellent organizational skills to keep track of team performance, product updates, and client issues.
• Time management skills to ensure efficient operation of the support team.

Not meeting all requirements? Research shows that women and people of colour are less likely to apply for jobs if they don't have all the qualifications. At Grow Talent, we strive to create a diverse, inclusive and authentic workplace. So, if you're excited about this role, but your previous experience doesn't exactly match all the qualifications in the job description, we encourage you to apply anyway. Perhaps you are the exact candidate for these or other roles.

To see what other roles we have available please visit www.growtalent.com.au

• Permanent Full Time
• $73,776 per annum
• Work across the Hume Municipality 

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The Customer Service Officer is responsible for providing a positive customer service experience as first point of contact to Council’s customers.

What you’ll be doing:

• Deliver customer service from any frontline touch-point of the contact centre to deliver an omni-channel experience. This will include phone, face-to-face and online/digital channels, and rotation between customer contact centres within Hume City. 
• Efficiently and effectively manage complaints, enquiries and requests on all of Council’s services and operations.
• Provide accurate, timely and courteous information and assistance to customers in all aspects of Council operations.
• Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
• Perform cashiering duties, receipting & balancing of cash float ensuring that there are no discrepancies at the end of day.
• Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers. 
• Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.
• Maintain a strong commitment to social justice and inclusion, by providing respectful and culturally appropriate support to customers from culturally and linguistically diverse backgrounds, and people of all abilities.
• Facilitate the use of Council’s multilingual communication services to assist customers in their preferred language.
• Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.

The skills and experience you’ll bring to the role:

• Demonstrated ability to utilise customer service and contact centre software applications including Telephony, Knowledge Management, Customer Management and/or Request tracking systems.
• Able to provide a high level of customer service in a multiskilled contact centre environment and face-to-face environment.
• Experienced at problem solving and able to employ empathy, good judgement, and flexibility to meet customer needs.
• Sound understanding of how to work with customers from culturally and linguistically diverse backgrounds.
• Ability to manage challenging customer conversations including customer complaints and feedback consistent with organisational policies, procedures, and values.
• Proficiency in a language other than English, relevant to Hume City’s community, is highly desirable.

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.