Chief Customer Experience Officer

2 days ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $120,000 - $140,000
Job Description:

Pioneer Customer Support Strategy

We're seeking an exceptional leader to shape our customer support vision, drive continuous improvement, and ensure seamless service experiences that align with innovative insurance approaches.

  • Develop and implement a strategic roadmap for customer support, establishing KPIs and quality benchmarks.
  • Lead, coach, and develop a high-performing support team while creating training programs.
  • Design and implement scalable support processes, workflows, and systems that enable efficiency and maintain exceptional service quality.
  • Partner with product, technology, and operations teams to identify customer pain points and ensure a cohesive experience across all touchpoints.
  • Analyse customer feedback and support data to identify trends, drive improvements, and report transparent performance insights.
  • Lead initiatives to enhance self-service capabilities, explore innovative support channels, and optimise support technology and tools.
  • Manage escalated customer issues with a focus on resolution and relationship preservation.

About You:

  • 7+ years of progressive experience in customer support or service management, with at least 3-5 years in leadership roles.
  • Proven track record of building, leading, and developing high-performing customer support teams.
  • Experience in scaling support operations in a high-growth environment.
  • Strong understanding of customer support metrics, quality management, and performance optimisation.
  • Excellent communication and interpersonal skills, with the ability to influence across all levels of the organisation.
  • Data-driven approach to decision-making and performance management.

Benefits and Opportunities:

  • Competitive salary package with performance-based incentives.
  • Opportunity to shape and lead a critical function in a high-growth company.
  • Enviable company culture of innovation, collaboration, and high performance.
  • Hybrid work model blending office collaboration with remote flexibility.

Hive Culture:

At our organisation, we do things differently. We challenge expectations, seek better ways of working, and value innovation at every turn.

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