Everything we do is for our customers! Featured on Deloitte's Technology Fast 500 list and G2's leaderboard, Maropost offers a unified commerce experience that our customers need, transforming ecommerce, retail, marketing automation, merchandising, helpdesk and AI operations with one platform designed to scale for fast-growing businesses. With a relentless focus on our customers’ success, we are motivated by customer obsession, extreme urgency, excellence and resourcefulness to to power 5,000 global brands while we head to 100,000. Driven by the same customer-centric mentality as above, we empower businesses to achieve their goals and grow alongside us. If you're a driver and not passenger and are ready to make a significant impact and be part of our transformative journey, Maropost is the place for you. The Opportunity: Thrive on change and grow beyond limits! We are looking for a bold thinker who sees a chance to learn and define what's possible with every challenge! Ready to make an impact? Welcome to Maropost and you can turn ideas into action! We are seeking a proactive and customer-focused Support Team Leader to lead a team of exceptional support agents, assisting retail clients with their use of the Point of Sale (POS) system . This role is essential in delivering a superior support experience, ensuring timely issue resolution, coaching team members, and acting as an escalation point for complex technical or customer service issues. This position also requires strong technical acumen particularly in working with eCommerce platforms and APIs. The ideal candidate will be confident in how third-party integrators use platform APIs to enable seamless integrations, and should be highly proficient in Microsoft Excel for data analysis, reporting, and troubleshooting. What You'll Be Responsible For: Lead, mentor, and motivate a team of support agents to deliver excellent customer service. Monitor team performance, set KPIs, and conduct regular reviews. Provide training and upskilling opportunities on Retail Express POS features and support best practices. Organize regular team meetings and feedback sessions to foster collaboration and continuous improvement. Oversee the resolution of Level 1 and Level 2 technical support tickets related to POS, including hardware, software, integrations, and connectivity. Act as an escalation point for complex or high-impact issues. Ensure SLAs are met, and customer satisfaction remains high. Liaise with product and development teams to report bugs, suggest enhancements, and track issue resolution. Lead with a Customer Obsessed mindset, the customer is at the heart of everything we do. Build strong relationships with key retail clients to understand their needs Review and improve support workflows, documentation, and knowledge base content. Implement best practices for ticket management and customer interactions. Analyze support trends and recommend process changes to reduce recurring issues. What You'll Bring to Maropost: 2 years of experience in a support or help desk leadership role. Strong knowledge of POS systems Excellent communication and interpersonal skills. Ability to troubleshoot software and hardware issues. Experience working in a fast-paced, customer-focused environment. Previous experience supporting retail clients or working in a retail environment. Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud). Understanding of retail operations (inventory, sales, CRM, integrations, loyalty, Stocktake). Empathetic, patient, and customer-centric. Analytical and solutions-oriented. A strong team player and motivator. Organized with excellent time management. You exemplify Maropost’s Values: Customer Obsessed Extreme Urgency Excellence Resourceful What We Offer: Opportunity to lead a dynamic support team. Ongoing professional development. Work with a fast-growing company at the forefront of retail technology. Work on the beautiful Sunshine Coast Flexible work arrangements with a hybrid of in-office and Work from home Message from the Founders: Maropost is looking for builders - people who want to drive our business forward at all costs in order to achieve the goals we have both short and long term for the results and outcomes that that will bring to us all. If that isn't for you that’s ok, for those of you that it is please get in touch with us!
