Customer Experience Team Lead

2 days ago

Council of the City of Sydney, Australia Blueberry Markets Group Full time

At Blueberry, delivering great service isn’t just about answering questions, it’s about building relationships, solving real problems, and creating trust from the very first interaction. Our Customer Experience team is a huge part of that, and now we’re looking for a strong, supportive leader to help them level up.

As aCustomer Experience Team Lead, you’ll guide our CX team with empathy, accountability, and process smarts. From coaching individuals to improving systems, you’ll shape how we serve, and how our clients feel every step of the way.

Job Description

About the Role

We’re looking for a people-firstCustomer Experience Team Lead will lead Australia/'s service and onboarding teams, managing workflow allocation and implementing best practices to ensure exceptional service delivery standards.

Note: At Blueberry, moving with purpose means showing up, connecting, and building momentum together. This role is based onsite in Sydney, Monday to Friday, where the real magic happens.

How You’ll Make an Impact

Manage and mentor a growing team of Customer Service Officers and Client Onboarding Specialists

Handle escalated issues and support resolutions in a timely, professional manner

Conduct regular QA checks and deliver constructive coaching

Monitor workloads and adjust processes to improve service delivery

Analyse CX trends and turnover to support retention and onboarding strategies

Collaborate closely with compliance to keep all processes in top shape

Assist in scheduling and performance planning with the Global Head of CX

Provide clear reporting and insights to improve client satisfaction

Maintain a high standard of service across all client touchpoints

Desired Skills and Experience

Who We’re Hoping to Find

2+ years of experience leading customer service or call centre teams

Strong experience withSalesforce,Playvox,LiveChat, or other CRM tools

Skilled in performance reporting, feedback, and coaching

Strong problem-solving mindset and high attention to detail

Able to manage shifting priorities with calm and clarity

Passionate about leadership, team building, and CX excellence

Extra points if you have

Experience inFinancial Services, Banking, or Trading

Exposure to onboarding or KYC-related customer operations

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