Customer Success Team Leader - Recruitment Software

Mar 8th, 2023
$ 40 - 50 / Hour

RatesCalc is a pretty unique piece of software, so we’re looking for a pretty unique person to fill a new role on our team.

Firstly – what does RatesCalc do?

In a nutshell, it produces job rates.

But that task is not as simple as it seems! There is a huge amount of variations, legislation and other financial factors that come into play, which have a habit of changing annually and throughout the year!

Clients using our software have the ability to quickly and easily produce rates for labourhire, contractors, permanent hires, apprentices and trainees in alignment with legislation and business profitability – and then update those rates in just a few clicks if anything changes. From within RatesCalc they can send out quotes to their clients, employment contracts to workers, export rates to payroll and so much more!

There’s no other product like RatesCalc on the market, we are proud of what we do, and look forward to welcoming another superstar to our team.

What are we looking for?

Right now, there are three distinct areas of support that RatesCalc provides to its clients: Implementation, Technical Support and Training.

We need a Customer Success Team Leader intechnical support who can also wear a hat in theimplementation and training teams.

Our new Customer Success Team Leader will

  • Analyse and provide solutions for issues raised by our clients and internal staff
  • Oversee the management of support tickets
  • Communicate issues and discuss potential solutions with the Development, Implementation, Training and Technical Support teams
  • Identify knowledge gaps and training needs of RatesCalc clients booking and schedulig professional services
  • Conduct scheduled and spontaneous training sessions with clients using video conferencing and screensharing
  • Take part in project management meetings and implementation discussions with clients
  • Foresee challenges in implementations and compatibility with client needs
  • Provide advice to clients about technical aspects and process flows for integrated software

Are you the right fit for us, and us for you?

We already know that you’re a smart cookie (you’re reading our job ad, afterall!) which is good, because there are a lot of things to learn and picking things up quickly will be critical to your success.

We also expect thatyou have experience in some of the following:

  • RatesCalc experience – gold star! But not essential
  • Recruitment experience
  • Knowledge of Modern awards and requirements for paying Australian wages
  • Testing solutions in software platforms
  • Management of support tickets, including prioritisation and escalation
  • Mentoring and training team members
  • Coaching clients in technical and process knowledge

But you absolutelymust have these attributes:

  • Managing a small team (supervising at least 2 team members)
  • Experience with client management systems
  • Tech-savvy: can intuitively work out new software and take on challenges
  • Ability to communicate complex, technical issues in simple, everday language
  • Capable of working under the pump with shifting prioirities
  • Proactive approach to resolving potential issues
  • Excellent problem solving and analytical thinking
  • High creativity and critical thinking for “outside the box” solutions
  • Glass-half-full attitude towards tricky situations
  • Proficient in MS application (intermediate)
  • Exceptional written and verbal English
  • Discretion and confidentiality
  • Ready to enjoy a laugh in a super friendly team

What are the working conditions?

  • Work-from-home
  • Equipment, including laptop, supplied.
  • Approximately 25 -30 hours per week
  • Flexibility to work school hours, if needed
  • Regular whole team get togethers online, optional in-person events, and daily interactions with truly fun team mates who ensure your sanity in an otherwise solo working environment

If this is sounding like a match, let’s have a conversation!

Give Col, our CEO, a call on 0439 169 999

(that’s right, we’ve given you access to the big guy!)

Or Maddie, our Operational Delivery Managerwho will be your manager anyhow, a call on 0467 449 318

Or shoot Mads an email with your resume, a quick bit about you (no need to deliver War and Peace selection criteria) and tell her a joke, at [email protected]

Job Type: Part-time
Part-time hours: 25 per week

Salary: $40.00 – $50.00 per hour


  • Work from home


  • Flexible hours
  • Monday to Friday
  • No weekends

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