Customer Experience Team Leader

4 days ago

Sydney, New South Wales, Australia Tbwa ChiatDay Inc Full time

Lead a passionate team of CX Specialists, ensuring that they're equipped with the right tools and knowledge to provide world-class customer service.

Join Zip's Customer Experience function, responsible for creating memorable experiences for the millions of Australians who choose to pay with Zip - a leading global digital finance company. As a first port of call for all customer enquiries, Zipsters in this supportive team work well at pace, have a strong attention to detail and enjoy the variety that comes with managing interactions with people from all walks of life.

Beyond a willingness to take ownership of customer feedback and solve interesting challenges, core to this team's success is the ability to identify opportunities to improve our processes and products.

Cool stuff you'll be working on

As a Team Leader, you will be responsible for supporting and mentoring a team of 10 - 13 Customer Experience specialists. This will involve:

  • Reporting on and performance managing the agents (such as recording leave requests, implementing development plans, hiring and onboarding new team members, participating in and identifying new training opportunities etc).
  • Maintaining KPIs for your team, such as adherence, first touch resolution rate, average handling time, hold time, absenteeism, handle rate, QA score and QA signing etc.
  • Being the escalation point for customers, call back requests and internal dispute resolution cases and ensuring that they are resolved within our SLAs.
  • Contributing to additional projects as directed by the Senior Manager, Operations that strive to deliver new features, product improvements or continuous improvement for both Customer Experience and the wider Operation teams.
  • Taking responsibility for the end-to-end technical support management for customers, Customer Experience specialists and agent updates / knowledge.
  • Ownership of incident management cases with customers and internal stakeholders.
  • Identifying and recommending operational and service improvements in order to reduce error, maximise efficiencies and enhance our customer's experience.
  • Developing strong relationships with internal stakeholders providing feedback on relevant areas where systemic and recurring issues are identified.
  • An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our role.
What you'll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

  • 3-5 years prior experience in a Team Leader role in a contact centre environment, with people leadership experience.
  • High attention to detail with strong communication skills.
  • A displayed empathy towards customers and your colleagues.
  • A passion to succeed and improve yourself, those around you and department processes and a willingness to think outside the box and adapt to shifting priorities in an agile environment and uncertain market.
  • Team oriented with a desire to overcome challenges and meet goals together, utilising weekly and monthly reporting for insights.
  • A proactive approach to giving and receiving 360 feedback across direct reports, peers and senior leadership, to drive positive team and personal outcomes.
  • Able to work at least 3 days in office (depending on role requirements more days in office may be required).
  • Able to work on a rotating roster across Monday-Saturday, 8:45AM- 6PM.
What you'll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

  • 25 days paid leave annually, including birthday leave and quarterly wellbeing days.
  • 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers.
  • Family support policies including miscarriage bereavement leave and domestic violence leave.
  • Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass.
  • 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year.
  • Fee-free Zip products, and discounts with Zip merchant partners (AU).
  • Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne).

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

#LI-Hybrid

We are a proud 2025 Circle Back initiative employer and will respond to every applicant.

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