Customer Growth Leader

3 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $120,000 - $160,000
Job Title

A dynamic leader is required to drive customer support excellence and growth in ticket sales.

  • We are seeking a senior professional to lead our customer service team and deliver exceptional support while driving business growth.

The ideal candidate will have proven leadership experience, commercial acumen, and a passion for delivering outstanding customer experiences that drive results.

About the Role

This role involves leading and inspiring a team of customer service professionals across phone, email, live chat, and social media channels.

  • Customer Service Leadership: Champion a customer-first culture, set service standards, conduct quality reviews, and identify improvement opportunities.
    • Groups Ticketing Oversight: Manage the complete groups booking journey with precision and care, build lasting relationships with clients, and partner with marketing teams to maximize campaigns and opportunities.
  • Escalation Management: Handle escalations with expertise, ensuring fair and swift resolutions, and maintain comprehensive records.
    • Team Management: Oversee daily operations, recruitment, and strategic workforce planning, create monthly rosters, manage peak period resourcing, and coach and mentor team members.
      • Contract Compliance: Ensure consistent delivery against service level agreements and contractual obligations, monitor key performance indicators, and proactively address performance risks.
        • Omnichannel Support Expertise: Serve as a subject matter expert across all customer touchpoints, stay ahead of platform updates, and guide service innovation with real customer insight.

About You

We are looking for a leader with:

  • Leadership Excellence: 5+ years in senior customer service roles, with proven success leading teams.
  • Operational Expertise: Strong track record in managing escalations, complex complaints, and formal dispute resolution processes.
  • Technical Proficiency: Hands-on experience with contact centre systems and intermediate Excel/Word skills.
  • Service Management: Demonstrated ability to implement service standards, conduct quality reviews, and manage high-value client relationships.
  • Strategic Insight: Skilled in developing reports, analyzing performance trends, and translating data into actionable business improvements.
  • Compliance Focus: Deep understanding of service contracts and KPI management.
  • People Management: Experience in workforce planning, roster management, team coaching, and driving performance through change.
  • Communication Skills: Exceptional written and verbal abilities, with talent for representing customer voice.
  • Personal Qualities: Calm under pressure, detail-oriented problem-solver with a customer-first mindset.

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