Hey! Thanks for stopping by.
Are you an experienced customer service leader with a proven track record in building and managing high-performing teams? Are you passionate about providing exceptional customer experiences and obsessed with delivering best-in-class service?
We’re a small Aussie startup looking for a talented A-player to join our team and help us build the best customer experience in our industry on our mission to serve 10M travellers by 2033.
What do we do?
We offer prepaid travel SIM cards and eSIMs on our online store that are easy to use, very affordable with zero roaming fees and help international travellers stay connected wherever they go.
The mission of the Customer Service Lead:
To ensure we have the best customer service in our industry by maintaining a 4.9/5 customer service score. Having complete autonomy to build and maintain a 24/7 A-player customer service team. Reporting directly to the leadership team and executing consistent improvements to the customer experience.
Your Key Outcomes:
Ensuring First-Class Customer Service
- Keep a 4.9/5 customer service score across the entire team.
- Achieve a 2-minute first response time for SimsDirect by the end of 2023.
- Achieve a 1-hour resolution time for SimsDirect by the end of 2023.
Improving Customer Experience
- Report directly to the leadership team on improving our customer service and executing improvements to help grow the company.
- Utilize automation and AI, customer help portals to help scale.
Building and managing a 24/7 A-Player Customer Service Team
- Hire 3 A-player customer service reps to begin offering 24/7 customer service by the end of 2023.
- Read the book WHO and learn how to hire A-players.
- Set first-class standards and training with the team.
- Work with the directors to source, select, and onboard new A-player customer service reps.
Streamlining Customer Experience Systems
- Build a new streamlined system to help automate the customer experience by the end of 2023, utilising AI and automation software.
- Ensure all touchpoints are clear and helpful to customers.
- Work with our designers to re-haul our customer self-service portal by the end of 2023.
- Maintain customer content (guides) always to be up-to-date and accurate.
Requirements for this role:
Experience
- Proven experience in leading digital customer service teams, preferably in e-commerce, travel, or technology industries.
- Experience in hiring, training, and managing high-performing customer service teams.
- Familiarity with help desk software, automation, AI and customer self-service tools.
Character traits and competencies
- Proactive - Acts without being told what to do. Brings new ideas to the company.
- Problem-solving mindset - Able to identify issues and implement effective solutions to improve customer experience.
- Optimistic attitude - Maintains a positive outlook when helping customers and leading a high-performing customer service team.
- Empathy - Ability to emotionally put themselves in our customer's shoes and feel what they feel.
- Collaborative - Works effectively with other teams to ensure customer needs are being met.
Why work with us?
- A young, creative, and entrepreneurial team culture with a bunch of caring humans
- A digital team with the freedom to work anywhere within 4 hours of AEST
- Health and wellness support programs
- Stock options and bonuses
- Oh, and if you are the right fit… we’ll change the travel and telecommunications industry together!
So, what do we believe in?
Our mission is to power journeys abroad by providing affordable, and accessible connectivity with eSIM technology, while building a community that celebrates travel experiences and connection.
The core of our company culture
Growth
Expand yourself by cultivating curiosity and courage.
Curiosity + Courage = Expansion
Connection
Foster strong relationships with others through empathy, love and communication.
Freedom
Seek to create freedom for yourself and others.
Spirited
Ignite your passion and light up the world around you. Bring big energy.
Health
Prioritise self-care to maintain your mind, body, and spirit.
One of our fundamental company values:
Community and Customer Experience
Community and Customer experience at Simify means nurturing an engaged and loyal traveler community by delivering exceptional customer service, fostering meaningful connections, and providing an outstanding user experience that reflects our values and passion for human connection.
If this sounds like the right fit for you, we’d love to hear from you!
Here's what to do…
Please shoot through your resume.
Click the link below for a 20-minute one-way video screening interview where we ask you some questions to get to know you to decide on progressing to the next interview.
https://app.hireflix.com/public-application/6455b7b7ea44624827dc2e09
You will not be considered if you do not do both of these steps.
Thanks for taking the time to read and apply!
Cheers,
Aidan, Mac and the SimsDirect/Simify team.
Job Type: Full-time
Salary: $65,000.00 – $75,000.00 per year
Benefits:
- Work from home
Schedule:
- 8 hour shift
Application Question(s):
- Why are you an A-player for this role?
- What are your career goals (list 3)?
- Why are you looking for a new job?
Experience:
- Customer service: 3 years (Required)
Work Authorisation:
- Australia (Required)
Work Location: Remote
$ads={1}
$ads={2}