MyPass Global

Customer Support

• Oversee daily operations, ensuring timely issue resolution and high service standards across all channels.
• Conduct reviews, coach, mentor, and develop team members to maximize performance.
• Track and measure individual and team KPIs to meet organizational targets, including activity, productivity, and workload distribution.
• Understand key customer expectations, tailor service for specific clients, and collaborate with Key and Strategic Accounts to enhance success and engagement.
• Analyze KPIs, prepare, and present reports on team performance, customer feedback, and support trends.
• Professionally and efficiently handle escalated inquiries and complaints.
• Conduct regular team meetings to discuss metrics, updates, and strategies.
• Manage schedules for sufficient coverage, oversee attendance and reliability, approve timesheets, and report capacity trends.
• Identify, implement, and manage performance improvement plans for underperforming team members.
• Foster a positive, results-oriented, collaborative environment, drive a high-performance culture, and optimize customer support processes.
• Develop and refine support processes, maintain internal documentation and knowledge bases, and collaborate with product and stakeholders to relay feedback and drive improvements.
• Partner with QA to identify and address recurring improvement areas through training.
• Maintain deep MyPass platform knowledge, stay updated on SaaS customer support trends, and provide technical guidance.
• Engage with the Implementation team to document key customer requirements and establish appropriate support processes for custom needs.

Customer Support Team Lead

Customer Success Manager

• Serve as a trusted advisor to customers, ensuring they derive maximum value from the platform
• Proactively engage customers through regular check-ins, business reviews, and strategic conversations to address needs and prevent churn
• Drive renewal processes, manage collection calls, and develop retention strategies to ensure long-term customer success
• Identify expansion opportunities and collaborate with Sales and Marketing to increase platform usage and revenue
• Advocate for customers by capturing and analysing feedback (e.g., NPS) to improve user experience and drive advocacy
• Develop and implement engagement strategies, including targeted campaigns, to foster customer loyalty
• Deliver product training, webinars, email campaigns, and one-on-one support to educate customers on platform features
• Assist with portal configuration, billing setup, and vendor onboarding; coordinate with Implementation Team to meet SLAs
• Analyse customer engagement data to segment users, flag at-risk accounts, and inform tailored success strategies
• Own contract management and renewal processes for non-strategic accounts to maximize customer lifetime value
• Support Growth Propensity Index (GPI) initiatives by identifying upsell and cross-sell opportunities
• Attend internal meetings, stand-ups, and cross-functional collaboration sessions to align customer outcomes

Customer Success Manager, Small/Medium-Sized Businesses

Onboarding Specialist

• Efficiently process onboarding requests in adherence to business and service level requirements.
• Ensure the vendor onboarding program for new and existing asset owners is followed
• Coordinate with the Customer Success Managers to align onboarding steps and customer needs
• Create and configure customer portals tailored to customer-specific needs.
• Work with CS’s to highlight & resolve client-specific issues during onboarding
• Work with other cross-functional teams to highlight client issues
• Ensure any technical or operational issues encountered during onboarding are swiftly addressed
• Set up billing configurations in the industry portal
• Ensure that the customer’s portal is fully functional and compliant with their project-specific needs upon onboarding.
• Provide prompt and accurate responses to queries regarding onboarding, portal setup, features, and functionality.
• Capture and maintain customer data in the CRM to understand preferences and enable targeted marketing.
• Ensure that changes are properly communicated and documented to both customers and internal stakeholders

Customer Onboarding Specialist

Data Engineer

• Complement the Lead Data Engineer with the design, development, and optimisation of high-quality and scalable data solutions and pipelines.
• Require expertise in cloud data platforms, dimensional data modeling, and advanced SQL skills.
• Design, develop, and maintain data pipelines and infrastructure.
• Write clean, efficient, and well-documented code and SQL queries.
• Collaborate with cross-functional teams to gather requirements and implement data solutions, including potentially designing and developing APIs.
• Conduct peer reviews and ensure code quality and adherence to best practices.
• Participate in the full data development lifecycle, from planning and design to deployment, operation, and maintenance.
• Support and develop other data engineers by providing advice, coaching, mentoring, and educational opportunities.
• Work in an agile data engineering environment and with a geographically distributed team.
• Contribute to driving adoption of good practices and update job knowledge with state-of-the-art tools and techniques.

Senior Data Engineer

People Operations

• MyPass Global is a multi-award-winning workforce compliance software company helping companies reduce risk, save up to 70% on back-office costs, and create safer work environments
• With the industry-first digital Skills Passport, workers can manage training and competency information
• Role purpose: support delivery of People & Culture initiatives across talent acquisition, onboarding, systems management, data reporting, learning and development, and project delivery
• Key responsibilities: manage full recruitment lifecycle, administer HRIS (Employment Hero) and ATS (Lever), drive employee engagement and culture, manage onboarding/offboarding, and ensure compliance with employment laws

Customer Support Team Lead

Customer Success Manager, Small/Medium-Sized Businesses

Customer Onboarding Specialist

Senior Data Engineer

People and Talent Partner