Leader of Exceptional Customer Experiences

1 week ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $180,000 - $220,000
Job Description

The Head of Customer Support plays a critical role in the success of our organization. This leadership position oversees all customer support and related activities across all products, with a core objective of providing an outstanding experience for customers.

This is a full-time role that requires autonomy and trust to make decisions and prioritize effectively. The ideal candidate will have strong analytical skills, be comfortable working in a team that is continually evolving, and possess excellent communication skills both written and verbal.

Key Responsibilities
  1. Lead a team of 19 total FTE, including 5 direct reports, supporting healthcare providers across over 20,000 locations across Australia.
  2. Accountable for efficient management of support channels, including regular reporting, ensuring each is optimised and appropriately resourced.
  3. Implementation of processes and training to drive high levels of customer satisfaction.
  4. Discovery and implementation of cutting-edge technology to drive continuous operational efficiency and improvement.
  5. Accountable for outbound Support-related customer communications, including product updates, outage management and other announcements.
  6. Oversee the onboarding, training and performance management of all Customer Support staff.
Requirements
  • **Analytical**: Passionate about continual review of data in order to optimise customer experiences. Proficient at the tools required to enable this.
  • **Change agent**: Comfortable working in a team that is continually evolving, that always requires us to be thinking about new ways of working.
  • **Communication skills**: Well-developed communication skills, written and verbal, and able to leverage these skills to communicate to customers as well as internal stakeholders.
  • **Technology expert**: Experience identifying and implementing modern support technology to optimise processes and deliver exceptional customer experiences.
  • **Industry experience (desirable)**: While not expected, industry experience in financial services and/or healthcare would be viewed favourably.
Benefits

We offer some amazing employee benefits such as learning & development opportunities for professional and personal development, paid carers leave, annual team based volunteer day, long service leave program, novated leasing, and a Short Term Incentive Program to name a few.

Company Culture

Our company culture values diversity, inclusivity, and continuous learning. We strive to create a positive and enjoyable employee experience for all. Our teams work collaboratively to achieve great outcomes for our customers.

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