Customer Experience Lead

1 week ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $100,000 - $140,000

Join our dynamic organization as a Customer Experience Manager and shape the future of customer support in the gaming industry. This pivotal role offers an exciting opportunity to lead exceptional customer experiences, working with a diverse and globally dispersed team.

About the Role
  • You will oversee customer support teams, ensuring seamless customer journeys and nurturing high-performing teams.
  • As the Customer Experience Manager, you will develop strategies to enhance the customer experience across platforms and drive operational excellence.
  • You will work closely with cross-functional teams to align support services with broader business goals.
Your Key Responsibilities
  • Team Leadership: Oversee customer support teams, including recruitment, training, and development of team leads to ensure high performance and engagement.
  • Customer Experience Oversight: Develop strategies to enhance the customer journey and drive operational excellence.
  • Multicultural Team Management: Manage diverse teams, fostering an inclusive and respectful workplace culture.
  • Operational Flexibility: Be adaptable with working hours and travel, including meetings outside regular hours due to 24/7 operations and global stakeholders.
  • Cross-Functional Collaboration: Coordinate with other business units, such as Learning and Quality, and Change Management teams.
Requirements
  • Proven experience leading customer support or service teams, preferably in gaming, sportsbook, or casino industries.
  • Experience managing managers or supervisors, providing leadership and performance evaluations.
  • Ability to manage diverse, multicultural teams, understanding associated challenges.
  • Strong background in managing 24/7 operations and coordinating with global stakeholders.
  • Track record of improving customer experiences and implementing effective strategies.
We Offer
  • EAP access for you and your family
  • Access to over 9,000 courses on our Learning and Development Platform
  • Daily coffee, tea, or fresh juice prepared by full-time baristas
  • Catered breakfast daily
  • Massage Wednesdays with professional therapists
  • Team lunches and happy hours on Fridays
  • Fun office environment with gaming consoles, pool, and table tennis
  • Complimentary drinks and snacks

We celebrate diversity and are committed to creating an inclusive workplace. We do not discriminate based on race, religion, national origin, gender identity, sexual orientation, age, veteran status, or disability.

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