Building a High-Performing CX Team

2 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $120,000 - $135,000
Customer Experience Team Lead Position

About the Role:

We are seeking a Customer Experience Team Lead to manage our frontline CX team in KL. This individual will be responsible for guiding our CX team with empathy, accountability, and process smarts.

Key Responsibilities:

  • Manage and mentor a growing team of Customer Experience Officers
  • 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 Head of CX
  • Provide clear reporting and insights to improve client satisfaction

Requirements:

  • 2+ years of experience leading customer service or call centre teams
  • Experience developing high-performing, accountable teams
  • Excellent communication skills
  • Strong experience with Salesforce, 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

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