Customer Support Transformation Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeStrategic Full time
Job Description">

We are seeking a strategic leader to head our customer support function and drive exceptional customer experiences across all touchpoints. This is a critical role where you will shape how customers experience our brand at every interaction.

">

As a senior manager, you will be responsible for developing and executing a customer support strategy that aligns with our innovative approach to insurance. You will lead a talented team of support professionals, drive continuous improvement in our support operations, and work closely with executive team members to ensure our customer service capabilities scale effectively with business growth.

">Responsibilities:">
  • Develop and implement the strategic vision for customer support, establishing KPIs and quality standards that align with growth objectives
  • Lead, coach, and develop a high-performing support team while building training programs that enhance team capabilities and performance
  • Design and implement scalable support processes, workflows, and systems that enable efficiency while maintaining 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 to the organisation
  • 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
  • Ensure compliance with regulatory requirements and internal policies while maintaining operational excellence
">Required Skills and Qualifications">

To succeed in this role, you must have:

">
  • 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
  • Experience implementing and optimising support technology and tools (e.g., CRM systems, ticketing platforms, knowledge bases)
  • 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
  • Strong problem-solving skills with the ability to balance tactical execution and strategic thinking
  • Experience managing resources effectively
  • Demonstrated commitment to continuous improvement and service excellence
  • Strong leadership presence with the ability to inspire and motivate teams
">Benefits">

As an employee, you will enjoy:

">
  • 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
  • Monthly team lunches, celebrations, social events & initiatives
">Others">

At our company, we value diversity and inclusion, and we're committed to creating a workplace where everyone feels welcome and empowered to contribute their best work.

">

This role requires background checks and meeting certain standards. Candidates must be based in Sydney.

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