Customer Experience Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeSuccess Full time $100,000 - $120,000

We are seeking an accomplished professional to fill a key position in our organization. As a Customer Success Manager, you will be responsible for ensuring the smooth operation of our customer-facing teams.

Key Responsibilities:
  • Serve as the primary point of contact for technical requests between Product Development and Customer Service.
  • Act as a liaison between Customer Service, Logistics, and the Warehouse, ensuring seamless communication and operations.
  • Prioritize orders for both Customer Service and Marketing to meet business objectives.
  • Manage relationships with installation partners.
  • Handle complex customer escalations with efficiency and professionalism.
  • Process refund requests promptly.
  • Organize and lead weekly Customer Service meetings.
  • Provide dedicated support for challenging customer success cases.
  • Conduct onboarding and product information training for new team members.
Requirements:
  • 2-3 years of experience in a similar role, demonstrating expertise in customer success management.
  • Excellent communication and interpersonal skills in English.
  • Highly organized and structured with strong time management abilities.
  • Strong technical understanding with a solution-focused mindset.
  • Proficient in complaint management and conflict resolution.
  • Exceptional customer service skills with the ability to build and maintain strong customer relationships.
  • Empathy and active listening skills to understand customer needs.
  • Analytical and problem-solving abilities to address customer issues effectively.
  • Proactive and self-motivated attitude with adaptability in a dynamic environment.
  • Proficiency with customer relationship management (CRM) software and familiarity with customer journey mapping.
  • Experience in account management, upselling, and product onboarding and training.
What We Offer:
  • International Collaboration: Work closely with global cross-functional teams.
  • Professional Development: Our company values continuous learning and development.
  • Significant Impact: Your work will directly contribute to our brand's growth and visibility.
  • Dynamic Team: Collaborative colleagues who value mutual growth.
  • Comprehensive Vacation Policy: Start with 27 vacation days, with additional days for each year of service.
  • Hybrid Working: 80% on-site / 20% remote.
  • Team Events: Participate in regular events that foster connection and fun.
  • Free Snacks and Drinks: Enjoy complimentary snacks and drinks available in the office.

We look forward to receiving your application and resume.

For more insights into our culture, visit our linkedin or instagram page

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