Customer Experience Manager

Overview

Customer Experience Manager role at Doshii. Doshii helps hospitality venues integrate apps and their POS systems to reduce double-handling, errors, admin, and confusion, delivering a seamless experience for venues and their customers. The company launched in 2016 and is part of Commonwealth Bank's venture scaling business, x15ventures, with a team based in Sydney and Melbourne.

Role Overview

We are looking for a Customer Success Team Leader to drive growth, retention, and customer satisfaction across Doshii's products and services. You will develop a positive customer experience that fosters relationships and brand loyalty. You will lead a team of approximately 10 people, with 4 located internationally, reporting to the COO. You will perform a working, hands-on role within Customer Success and support duties including:

Key Responsibilities

• Ensure high-quality, accurate, and timely customer support to promote satisfaction and retention
• Establish and continuously improve procedures, toolkits, systems, and ways of working to support the CS team in delivering superior service, with emphasis on Customer Onboarding; Venue Support; Complaint management and Product Feedback
• Foster a high-performance, continuous improvement, and customer-first culture
• Oversee the maintenance of the CS knowledge base to support first-line queries and complex troubleshooting for connectivity, middleware, web and mobile app issues
• Set OKRs and KPIs for the CS team aligned to business goals and monitor trends and issues
• Forward planning for growth, demand, and capacity for 24/7 support needs and cross-functional collaboration with CS, Professional Services, and Billing
• Coordinate Incident Management processes to ensure timely resolution within SLAs
• Manage onshore and offshore capacity and establish quality standards and monitor compliance

Core Business & Partnership Responsibilities

• Build strategic relationships with partners to meet business needs and collaboratively resolve issues
• Collaborate across the business to ensure Customer Success requirements are considered in decision making, quarterly planning, and product prioritization
• Champion product features that automate and reduce manual CS tasks
• Advocate for Customers through product design; provide feedback to Sales and Product; participate in discovery sessions to ensure products are fit for purpose
• Maintain and improve the knowledge base for Customers
• Build dashboards and reporting insights for internal CS function, including CES and NPS
• Support finance procedures such as accounts receivable and controls

Experience

• Proven experience in customer success or related field with focus on support services and team management
• Excellent communication and structured problem-solving skills
• Track record of delivering exceptional customer experiences and continuous improvement
• Strong mentoring and leadership skills with experience coaching and developing team members
• Proven ability to identify and resolve incidents proactively
• Collaborative approach across all management levels in a fast-paced product delivery environment
• Experience in growing, leading, and managing a diverse customer-facing team
• Knowledge of modern Customer Service practices
• Excellent interpersonal and communication skills to build strategic relationships and advocate for customer needs
• Ability to foster a high-performance culture and manage cross-functional teams

EEO statement Research shows that people from underrepresented backgrounds sometimes hesitate to apply if they don't meet every requirement. If this is you, we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we're looking for

Why Join Us?

• Flexible and dynamic startup environment
• Safe space for our people to show up as they are
• Competitive salary and bonus structure
• Opportunities for professional growth and development
• Access to CommBank-benefits

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries: Banking and Financial Services

We're unlocking community knowledge in a new way. Experts add insights into articles with AI assistance.

#J-18808-Ljbffr

---