Lead Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeSupport Full time $110,000 - $170,000
About the Role

We are seeking an exceptional Customer Support Lead to help us deliver a world-class experience for our campaigners and donors.

This is a leadership role that requires strong customer service skills, as well as the ability to mentor, coach and motivate a small support team. If you have a passion for delivering excellent customer experiences and are looking for a new challenge, we would love to hear from you.

Job Description

The successful candidate will be responsible for leading and developing the customer support team, improving our support operations and turning insights into action. This includes maintaining, updating and modernizing our support documentation and processes, handling complex or high-priority escalations with speed and empathy, and implementing systems to track performance metrics like response times, resolution rates and customer satisfaction.

You will also be responsible for distilling recurring support issues into clear product feedback for the team, summarizing top customer pain points and sharing insights with the broader team each month, and owning the implementation of AI-powered tools to improve efficiency and response quality.

Requirements
  • A proven track record in customer support with at least 2 years in a leadership role, focusing on email-based support
  • Experience mentoring, coaching and motivating a small support team
  • Experience improving support processes, workflows and documentation
  • A customer-first mindset with excellent written and verbal communication skills
  • Strong analytical skills – comfortable interpreting data and turning insights into action
Benefits
  • A competitive salary plus superannuation
  • The opportunity to do work that matters – helping people around the world fund causes they care deeply about
  • The chance to be part of a team that cares – passionate, driven people working together to support world-changing movements
  • The flexibility to work from anywhere in Australia – we're a fully remote team and support flexible working
  • The opportunity to grow fast – we're in a high-growth phase and you'll be trusted with real ownership, big ideas and the chance to shape our support strategy

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