Technical Customer Experience Manager

1 day ago

Brisbane, Queensland, Australia beBeeSupport Full time
Customer Service and Technical Support Representative

This role is a pivotal leadership position designed for a hands-on manager who thrives in a technical, trade-focused environment.

The ideal candidate will oversee the entire customer journey from initial inquiry to post-sales support ensuring every interaction reinforces our reputation for excellence and expertise.

You will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele requiring a blend of people leadership process improvement and deep understanding of customer needs in a technical industry.

Key Responsibilities:

  • Lead mentor and motivate a team of customer service specialists fostering a culture of high performance continuous improvement and technical knowledge sharing
  • Manage the full employee lifecycle including recruitment onboarding training performance reviews and professional development plans
  • Provide daily direction constructive feedback and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice

Requirements:

  • A minimum of 1+ years of experience in a customer service management or team leadership role preferably within the automotive trade or related technical industry
  • Proven Bachelor Degree or Equivalent
  • Proven experience in developing and implementing customer service procedures SLAs and performance metrics
  • Demonstrated ability to lead develop and inspire a team in a fast-paced environment with strong focus on coaching and mentorship
  • Exceptional communication and interpersonal skills with ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff
  • Proactive problem-solving mindset with strong focus on continuous improvement and customer satisfaction
  • Solid administrative skills and proficiency with CRM systems and standard office software

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