Customer Support Manager

Montu is Australia’s largest medical cannabis company. With operations in Australia and Europe, we take a technology-first approach to improving the medical cannabis patient experience – whether it’s by delivering best-in-class online clinical care, or through our industry-leading product lines and innovative supply chain management tools.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the medical cannabis experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. 

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

Leafio is committed to delivering exceptional customer experiences in the healthcare space. We are seeking a Customer Service Team Lead who will play a crucial role in leading our customer support team, optimizing processes, and building strong customer relationships.

Key Responsibilities:

Team Leadership:

• Build and lead a high-performing team by providing clear leadership, direction, and support.
• Promote staff empowerment and growth through mentorship, coaching, and professional development.
• Delegate responsibilities effectively and manage team performance to achieve goals.
• Ensure compliance with company policies, taking timely and fair action when necessary.
• Foster an inclusive and diverse working environment.
• Set team OKRs and KPIs related to patient/customer satisfaction and monitor metrics for continuous improvement.

Process Improvement and Optimization:

• Evaluate current customer touch points, systems, and processes to identify pain points.
• Develop and implement new processes to enhance efficiency and customer satisfaction.
• Create workflows and responsibility matrices to ensure transparency and understanding.
• Collaborate with stakeholders to develop actionable plans for process improvement.
• Conduct post-implementation assessments and make necessary adjustments.

Relationship Building:

• Develop and implement strategies to increase customer retention rates.
• Ensure Customer Service Specialists cultivate strong relationships with customers.
• Identify and mitigate risks that could affect customer relationships.
• Address product issues, resolve conflicts, and escalate issues when necessary.

Customer Interaction:

• Take a proactive approach to customer support, anticipating and solving potential problems.
• Gather and relay customer feedback to relevant internal teams.
• Advocate for customer needs within the organization.
• Engage with customers through various channels to address inquiries and provide information.
• Analyze and resolve customer issues with a solutions-oriented mindset.
• Ensure prompt and effective resolutions.

Metrics and Reporting:

• Track key metrics such as call rates, email response times, and same-day resolution rates.
• Use data to monitor customer satisfaction, identify trends, and drive improvements.

• 4+ years proven experience in a leadership role within customer support or a similar field.
• Strong understanding of process improvement and optimization techniques.
• Good with Excel. Highly advantageous if you have experience with Cin7 and Shopify 
• Excellent relationship-building skills and a customer-centric mindset.
• Ability to manage multiple tasks and deadlines effectively.
• Strong analytical skills with a data-driven approach to decision-making.
• Experience with CRM systems, preferably Zendesk

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.

Other benefits include:

• Unlimited access to the SAGED and Greenhouse learning platforms.
• Discounts with over 450 retailers through the Merit Reward and Recognition platform.
• Competitive salary and package.
• Fully remote, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne and Brisbane. 
• Mental health support through our wellbeing platform, Unmind
• Being part of one of the fastest-growing industries in Australia while improving the lives of hundreds of thousands of patients. 

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.