Marketplace Growth Specialist

1 week ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $92,000 - $115,000

At our organization, we strive to deliver exceptional value to our customers while fostering a supportive environment for our team members and the community.

Job Description
  • We seek an experienced Customer Success and Sales Operations Manager to oversee daily operations, customer experience strategy, and sales enablement within our peer-to-peer marketplaces.
  • You will lead a small team of Customer Support Representatives, managing escalations, improving workflows, and ensuring service excellence for both new and existing marketplaces.
  • You will collaborate closely with internal partners to optimize operational processes, resolve issues quickly, and engage customers through consultative conversations that contribute to sales targets and long-term marketplace growth.

Key Responsibilities:

  • Lead, coach, and support a team of 2–3 Customer Support Representatives, promoting a culture of high performance.
  • Oversee day-to-day customer service operations, including escalations, complex inquiries, and issue resolution.
  • Monitor and analyze customer satisfaction metrics to identify trends and implement improvements.
  • Drive customer engagement by enabling proactive outreach to newly registered users, offering consultative and upsell conversations.
  • Partner with internal teams to streamline workflows, enhance processes, and improve system efficiency.
  • Collaborate with senior leadership on sales and revenue targets, supporting your team in meeting quotas.
  • Maintain up-to-date knowledge of marketplace offerings to effectively support customers and internal stakeholders.
  • Develop training materials and resources to enhance team capabilities and service delivery.
  • Contribute to operational reporting, tracking KPIs, and providing insights for continuous improvement.
  • Support strategic initiatives that strengthen customer loyalty and marketplace growth.

Requirements:

  • A minimum of 5 years' experience in customer success, sales operations, or program management.
  • A minimum of 3 years' people leadership experience, including coaching, performance management, and day-to-day oversight of a team (2–3 CSRs).
  • Proven ability to build and operationalize CRM-enabled processes and improve customer workflows.
  • Ability to build and optimize dashboards and track KPIs that improve service outcomes.
  • Excellent written and verbal communication skills and strong attention to detail.
  • Demonstrated success working cross-functionally to support business operations.
  • A post-secondary degree or diploma in a related field (or equivalent combination of education and experience).

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