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, leveraging your expertise in process improvements, change management, and team leadership. You will be responsible for managing the team's performance, handling escalations, and troubleshooting client issues.

You will collaborate closely with Product and Tech teams to share vital customer feedback and drive product improvements. Additionally, you will track and monitor key metrics such as Employee and Customer Satisfaction Scores.

About the Role:

The ideal candidate will have a proven track record of leading high-performing teams, driving business growth, and improving operational efficiency. A comfort level with occasional Saturday work and experience with Zendesk is essential. Prior experience in a similar role, along with a change management mindset and analytical skills, will be highly valued.

Key Responsibilities:

Manage the day-to-day operations of the CX functionLead the team in delivering exceptional support and seamless experiencesCollaborate with Product and Tech teams to drive product improvementsTrack and monitor key metrics such as Employee and Customer Satisfaction ScoresDevelop and implement process improvements and change management initiativesMentor and coach team members to achieve their full potential

Requirements:

  • Bachelor's degree in Business Administration or a related field
  • 5+ years of experience in a similar role, preferably in the tech industry
  • Proven track record of leading high-performing teams and driving business growth
  • Experience with process improvements, change management, and team leadership
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills

Nice to Have:

  • Tech industry experience
  • Experience with forecasting and capacity planning
  • Understanding of json, HTML, and basic coding

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