Customer Support Team Lead
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Job Location:
Auckland - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
IDEXX is seeking a front line leader for their Customer Support Leader position on a 18 Month Maternity Cover.
You will lead a team of global agents based from our Freemans Bay Auckland office to support the frontline support team.
You will be a key driver of the relationships between different departments of the company guide and develop the skills of the agents in your direct reporting line and support the Global Head of Support with the strategic vision of enterprise support offerings.
Within IDEXX ezyVet is a part of the IDEXX Veterinary Software portfolio. With a focus on software solutions we are dedicated to enhancing the health and well-being of pets people and livestock around the world. Through the power of the cloud our solutions simplify the flow of information across any practice and link vets to what they need when they need it. Patient data. Client communications. Business insights. All at their fingertips.
But what is ezyVet you ask ezyVet is a cloud based Veterinary Practice Management Software. We provide easy to use Software that helps veterinary practices save time increase revenue communicate better with clients and reduce workload stress. We are a premium software product and part of IDEXXs Veterinary offerings.
A bit more about the role you will:
Lead and empower a high-performing support team across multiple tiers ensuring operational excellence and alignment with departmental KPIs.
Drive team development through structured coaching performance reviews and personal development planning.
Oversee onboarding induction and training of new team members ensuring readiness and integration into the support function.
Manage daily shift operations including rostering ticket queue oversight and customer escalations.
Represent the support team in cross-functional initiatives product rollouts and process improvement efforts.
Key Responsibilities:
Conduct fortnightly 1:1s manage performance reviews and maintain personal development plans for direct reports.
Administer and approve leave requests ensuring alignment with shift coverage and service line needs.
Build and maintain onboarding and induction plans; ensure training documentation is current and effective.
Monitor ticket responses and call quality; provide coaching and feedback to improve customer service.
Manage daily shift operations including handovers stand-ups and performance reporting.
Handle customer escalations and coordinate resolution with relevant team members.
Collaborate with other supervisors to ensure consistent coverage and team alignment.
Lead internal projects and contribute to product rollout and recovery efforts.
Continuously improve team processes tooling and documentation to drive efficiency and performance.
More importantly what you can expect from us
Join a team with a diverse range of skills who support each other to achieve outcomes and have fun along the way! (Good banter is a must! As well as a like of dogs we have a few dogs on our team too)
Structured onboarding induction ongoing training and transparent performance driven professional development
Great office space to collaborate - including a gym and roof top terrace!
Coffee Fruit Food Truck Friday
Dog friendly office
Be willing to join a shift pattern that consists of either 6am-3pm or 10am-7pm and are evenly assigned 3 months in advance We do our best toroster based on preference however having flexibility would be preferable
Why IDEXX
Were proud of the work we do because our work matters. An innovation leader in every industry we serve we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy to ensure safe drinking water for billions and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10000 talented people.
So what does that mean for you We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX you will be supported by competitive compensation incentives and benefits while enjoying purposeful work that drives improvement.
Lets pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women people of color LGBTQ individuals people with disabilities members of ethnic minorities foreign-born residents and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race color creed sex sexual orientation gender identity or expression age religion national origin citizenship status disability ancestry marital status veteran status medical condition or any protected category prohibited by local state or federal laws.
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