Chief Customer Experience Officer

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $120,000 - $140,000
About the Position

Doshii is seeking a seasoned professional to lead our Customer Success Team, ensuring seamless experiences for venues and customers alike.

The successful candidate will be responsible for developing strategies that drive venue growth and retention, while fostering a culture of high performance and customer-centricity within the team.

Key Responsibilities:

  • Customer Support: Deliver exceptional customer support, promoting satisfaction and retention through timely and accurate assistance.
  • Process Improvement: Establish and continuously enhance procedures, toolkits, and systems that support superior customer service delivery.
  • Culture Development: Encourage a high-performance culture, emphasizing continuous improvement and customer-first focus.
  • Knowledge Base Maintenance: Oversee the improvement and maintenance of the comprehensive knowledge base to facilitate timely resolution of first-line queries and complex troubleshooting.
  • OKRs and KPIs: Set objectives and key results for the customer success team, aligning with business goals, customer outcomes, and staff motivation.
  • Growth Planning: Forward plan for growth, demand, and capacity to ensure proactive planning for 24/7 support needs and multi-disciplinary teams within CS, professional services, and billing enquiries.
  • Incident Management: Coordinate incident management processes to ensure timely resolution within Service Level Agreements (SLAs).
  • Capacity Management: Manage onshore and offshore capacity, establishing quality standards and monitoring compliance with these standards.
About Doshii

Doshii helps hospitality venues streamline their operations by integrating apps and point-of-sale systems. This results in reduced double-handling, errors, administration, and confusion, allowing venues to focus on what they do best.

We are dedicated to providing a satisfying and seamless experience for customers, and we are looking for a skilled leader to help us achieve this goal.

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