Director of Customer Experience

3 days ago

Sydney, New South Wales, Australia beBeeService Full time $120,000 - $135,000
Customer Service Leadership Opportunity

As a seasoned customer service professional, you will drive exceptional service delivery and team excellence in our fast-growing ecommerce organization.

The Job Description:
  • Develop and implement daily workflows to ensure timely resolutions and escalations are managed effectively.
  • Promote service quality and strive for high CSAT and NPS scores through strategic initiatives.
  • Closely collaborate with ecommerce and operations teams to resolve issues related to orders, inventory, and integrations.
  • Utilize platforms like Gorgias to streamline ticketing and workflows.
  • Monitor and report on key performance indicators while identifying opportunities for automation and efficiency.
  • Support the development of customer service team members through hiring, onboarding, and coaching.
About You:
  • Proven leadership experience in customer service management or equivalent, preferably in ecommerce or retail.
  • Strong people management skills with a motivating style.
  • Hands-on experience with CX tools such as Gorgias, Zendesk, Freshdesk, or similar platforms.
  • Knowledge of Shopify and ERP integrations is highly valued.
  • Calm and empathetic communication skills that thrive in a dynamic, fast-paced environment.
What Sets This Role Apart:
  • Shape and grow the customer service function within a rapidly expanding business.
  • Join a collaborative culture with opportunities for impact and growth.
  • Competitive compensation package with generous employee discounts and performance-based incentives.
  • Professional development opportunities in a forward-thinking organization that values innovation and continuous improvement.

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