High-Performance Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia Canva Full time

About the Role

We are seeking a highly skilled and experienced Customer Experience Manager to lead our Enterprise Admin Support Team. This is a unique opportunity to drive exceptional service delivery to Enterprise Admins, while fostering a positive and collaborative work environment.

As a player-coach leader, you will be responsible for managing and resolving support tickets, working closely with Sales & Success teams to harmonize efforts, and ensuring a unified approach to customer satisfaction.

Key Responsibilities:

  • Manage and resolve complex support tickets in a timely and effective manner.
  • Lead by example, being available for scheduled phone or Zoom calls, and guiding the team in addressing and quickly resolving customer concerns.
  • Collaborate with Product and cross-functional teams to drive improvements in the Enterprise experience.
  • Foster strong collaboration and teamwork across the Enterprise Admin Specialists, Sales, Success, Enablement, and User Voice teams.
  • Stay updated on the latest company tools, features, and functionalities, and mentor your team on technical best practices.
  • Demonstrate versatility and adaptability, stepping into different roles as needed, and showing initiative in tackling new challenges.

Requirements:

  • 5+ years of experience in customer-facing roles, with a focus on delivering exceptional service experiences.
  • Proven track record of managing and resolving complex support tickets, with a high level of customer satisfaction.
  • Excellent communication and leadership skills, with the ability to collaborate effectively with cross-functional teams.
  • Ability to stay up-to-date on the latest company tools, features, and functionalities.
  • Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.

What We Offer:

  • A competitive salary range of $120,000 - $150,000 per annum.
  • An equity package that reflects the company's growth and success.
  • A comprehensive benefits package, including inclusive parental leave policy, Vibe & Thrive allowance, and flexible leave options.
  • The opportunity to work with a talented and passionate team, driving innovation and excellence in customer experience management.

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