RateMyAgent

Customer Support

• Lead and inspire a multi-level international Support team across Melbourne (HQ), the Philippines, and future hubs
• Day-to-day team operations and all Support channels: live chat, email, tickets and phone
• Act as the "Librarian of Truth" for Support
• Point of escalation for complex customer enquiries / issues internally (sales, account management and product) and externally
• Lead the end-to-end redesign of Intercom Workflows to ensure a frictionless customer journey
• Monitor and report on core Support metrics and qualitative feedback including CSAT and AI Deflection rates
• Be the voice of the customer to provide insights and feedback on key aspects of the customer journey
• Lead the Support "Go-To-Market" strategy for every product release

Customer Support Manager