Customer Experience Team Lead Position

2 weeks ago

Melbourne, Victoria, Australia beBeeExperienced Full time $120,000 - $140,000

About the Role

We are seeking an experienced Customer Experience Team Lead to manage a team that handles inbound customer contact and service requests across multiple contracts, ensuring exceptional service delivery and consistent quality management.

  • Oversee the team's performance in managing inbound customer contact and service request triage, ensuring quality standards are consistently met across all contracts.
  • Implement and maintain robust quality management processes, including regular evaluations of customer interactions and service requests to identify areas for improvement.
  • Lead and mentor the Customer Experience Team, fostering a positive and engaged team culture.
  • Act as the first point of contact for customer escalations, ensuring timely and effective resolutions.
  • Conduct performance and development reviews for direct reports using SuccessFactors or similar platforms.
  • Collaborate with clients by managing day-to-day interactions and ad hoc requests to maintain strong, positive relationships.
  • Monitor and report on key performance indicators (KPIs) to ensure contract-specific SLAs are consistently met or exceeded.
  • Drive adherence to team schedules and real-time monitoring to optimize productivity and service delivery.

About You

You are an experienced leader with a strong focus on customer experience, quality management, and service delivery. Ideally, you bring:

  • Proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement.
  • Stakeholder engagement and communication skills.
  • Experience in quality management, including conducting evaluations, providing feedback, and improving processes.
  • Proficiency in the MS Office suite and experience with reporting and performance management tools such as SuccessFactors (or similar).
  • Experience using Genesys (preferred but not essential).

Why Work with Us

We value diversity, inclusivity, and equality in the workplace, and we aim to create a safe and positive environment where everyone can thrive.

We offer competitive salaries, career growth opportunities, and a range of benefits, including discounts on health insurance, banking, flights, accommodation, car hire, and more.

  • Team Leader Position

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomerExperience Full time $63,000 - $70,000

    Customer Experience Team LeaderAcquire Intelligence is seeking a highly skilled Customer Experience Team Leader to join our dynamic team.Job Description:The successful candidate will have the opportunity to lead a team of customer-facing professionals, responsible for delivering exceptional customer experiences through multiple channels. The ideal candidate...

  • Customer Experience Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeLeadership Full time $99,191 - $134,278

    Job Description:We are seeking a seasoned Customer Experience Team Lead to oversee the day-to-day operations of our CX function. As a strategic partner, you will lead the team in delivering exceptional support and seamless experiences for our Real Time Agent product.This is an exciting opportunity to play a key role in our customer-centric approach,...

  • Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeLeadership Full time $90,000 - $120,000

    Store Leadership RoleIn this pivotal position, you will empower and elevate a high-performing team to deliver exceptional everyday interactions.You will provide extraordinary customer service, leading and inspiring your team to do the same. Your expertise in store presentation, inventory management, and stock control will drive commercial outcomes and manage...

  • Customer Experience Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomer Full time $110,000 - $140,000

    Job OverviewOur ideal candidate is a seasoned professional responsible for overseeing the daily activities of customer experience teams. This role ensures seamless support for products and services, driving exceptional results.Key Responsibilities:Lead CX functions, handle escalations, and troubleshoot client issues with precision and speed.Implement...

  • Customer Experience Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeProblemSolving Full time $110,000 - $130,000

    Job DescriptionWe are seeking an experienced and skilled Team Lead to join our Happiness Delivery team. As the senior specialist, you will lead a group of expert problem-solvers to ensure our customers are happy and our operations run seamlessly.Your role is centered on both front-line excellence and advanced problem solving. You'll inspire a team that...

  • Leading Customer Experience Team Member

    2 weeks ago

    Melbourne, Victoria, Australia beBeeOperations Full time $120,000 - $155,000

    Customer Experience Operations ManagerAs a Customer Experience Operations Manager, you will play a key role in driving the success of our customer experience team. Based in Melbourne, you will be responsible for leading a high-performing team and ensuring the delivery of exceptional customer experiences.Key Responsibilities:Lead and manage a high-performing...

  • Customer Experience Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeTeamLeader Full time $100,000 - $120,000

    **Job Overview:**We are seeking a highly skilled leader to oversee our customer experience team. With a strong focus on growth and development, this individual will play a key role in driving success within the organization.**Key Responsibilities:**Lead daily meetings to energize, align, and inspire the team.Provide ongoing coaching and 1:1 development plans...

  • Team Leads

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomerCentric Full time $46,748 - $121,370

    Job Title: Team LeadersWe are seeking a team leader to join our dynamic team who is passionate about delivering exceptional customer service experiences.The ideal candidate will possess:High-level communication skills to effectively interact with customers and colleagues alikeAbility to work efficiently, handle pressure and maintain composure in fast-paced...

  • Customer Experience Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeInclusion Full time $60,000 - $80,000

    Job OpportunityThe ideal candidate will possess exceptional leadership skills, a strong ability to foster a positive work environment and provide exceptional service to guests.This role involves leading from the floor, managing hiring processes, providing training and coaching to team members, and ensuring that all tasks are completed...

  • Customer Experience Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomerConnectionsManager Full time $120,000 - $140,000

    Job Title: Customer Connections ManagerThis role involves leading a team responsible for connecting customers to power. The ideal candidate will have experience in customer connections, design, construction or similar.The successful applicant will drive and lead the team ensuring success in overall customer connections processes from start to finish.This...