ezyVet – Customer Success Team Leader – Freemans Bay, Auckland

March 9, 2023
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Job Description

Job Description

Meooow! That’s Cat for hello from ezyVet!

Do you thrive off others’ success? Love process improvement, efficiency, and customer success? How about making a positive impact on the veterinary industry through awesome software? Sounds like we might just have an opportunity to get you purrriiinnngg!

We’re growing and in need of another Customer Success Team leader to join our team! This is a people-leading, process-heavy position. We’re looking for someone to lead and empower a team of 6-8 Support Specialists. Successfully onboarding newbies, providing coaching and 1:1 support, and growing our people! You’ll also be responsible for measuring and improving the operational efficiency and success of your team. You will drive the team’s goals in alignment with the department’s KPIs, spending time reviewing ticket responses, listening to phone calls for your team, and using the information gathered to mentor your team on great customer service! We’re looking for someone creative, who can work behind the scenes on big-picture process improvements and who’s happy to use initiative to get things done!

So, what will your whiskers be doing?

  • You’ll lead the handover from our UK and US Support teams before or after shift, report on daily and weekly performance, and run the daily shift stand-up.
  • You will be actively involved in the shift ensuring the team is able to achieve their daily, weekly, and quarterly goals. You will be responsible for the shift roster for their team, working closely with other Support Team Leaders to ensure adequate cover is always available.
  • Escalations do happen! We want the best outcome for our customers, so you’ll lead or coach your team through escalations
  • Our product is very extensive, with frequent releases and changes, our Team leads need to be on the ball with updating product knowledge
  • You’ll also be a customer advocate, representing the customer and managing product issues that impact customers by engaging directly with the relevant service line.

So what fur are we looking for?

  • Highly organized with fast and effective administration skills
  • Proven experience leading a team of people with a minimum of 1 year of leadership experience
  • Strong customer service experience, strong attention to detail and follow-up skills
  • Comfortably deal with difficult customers and high-pressure situations
  • Interested in strategic progression but more excited about operational excellence
  • High levels of energy, enthusiasm, and solutions orientated
  • Understands KPIs and how to break them down into achievable team goals
  • Performing a range of tasks under competing demands and deadlines
  • Have excellent oral, written, and interpersonal communication skills
  • Prior experience in SaaS or Veterinary Market software is a bonus

About ezyVet
With a little kiwi ingenuity and a lot of passion, ezyVet came into existence. A cloud-based, practice management system disrupting the global veterinary industry. ezyVet, powered by IDEXX, has over 200 employees sitting within the IDEXX family of 9k+. We have offices in London, Dallas, and Auckland servicing customers in over 18 countries. There’s no better time than now to join the ezyVet journey! We are growing at a fast pace where no two days are the same. If you’re a self-starter, and team player and want to be a part of building something great, then we’d love to hear from you.