Customer Experience Director

4 days ago

Australia beBeeCustomerSuccess Full time $100,000 - $140,000

Job Overview

Doshii is a platform that enables hospitality venues to streamline their operations by integrating with their apps and point-of-sale systems. This results in reduced double-handling, errors, admin, and confusion for the venues, allowing them to focus on what they do best. For customers, this means a seamless and satisfying experience.

We are looking for an experienced professional to lead our Customer Success team. As a Customer Success Team Leader, you will be responsible for developing strategies that drive venue growth and retention, as well as ensuring high-quality customer support. You will be leading a team of approximately 10 members, including 4 based internationally.

Key Responsibilities:
  • Ensure timely and accurate customer support, promoting satisfaction and retention
  • Develop and improve procedures, toolkits, and ways of working that support the CS team in delivering superior customer service
  • Encourage and foster a culture of high performance, continuous improvement, and customer-centric focus
  • Oversee the maintenance of Customer Success's comprehensive knowledge base
  • Set OKRs and KPIs for the customer success team
Core Business & Partnership Responsibilities:
  • Build strategic relationships with partners to discover and deliver on their business needs
  • Collaborate across all areas of the business to ensure Customer Success requirements are considered in decision-making processes
  • Advocate for customers through product design and development
Benefits:
  • Competitive salary and bonus structure
  • Opportunities for professional growth and development
  • Access to the best-in-class benefits offered by CommBank

Requirements:

  • Proven experience in customer success or a related field
  • Excellent communication and problem-solving skills
  • Demonstrable excellence in delivering exceptional customer experiences
  • Strong mentoring and leadership skills
  • Ability to work collaboratively across all levels of management

About Us:

We are a venture scaler powered by CommBank. We build, buy, and invest in startups that benefit our 15 million customers and beyond. We navigate the space between corporate and startup worlds, harnessing the collision of careers, ideas, and expertise to help build and scale the next generation of digital businesses.

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