Customer Experience Manager

4 days ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $90,000 - $120,000
Customer Experience Manager

The Customer Experience Manager will lead a team to deliver an exceptional customer support experience for the Real Time Agent product. Based in Melbourne CBD, this role reports directly to the CX Operations Manager.

About the Role:
  • Manage day-to-day CX operations, handling escalations and troubleshooting client issues.
  • Lead initiatives across change management, help centre improvements, and SOP document development; contribute to larger projects as capability allows.
  • Propose system and process enhancements to boost efficiency while measuring impact on the end-customer experience.
  • Collaborate with Product & Tech teams to share customer feedback and drive product improvements.
  • Track and monitor team effectiveness, delivering against metrics such as Employee and Customer Satisfaction Scores.
  • Inspire, coach, and drive performance of a small team.
  • Share best practices with CX Operations Leads across other products.
  • Assist the CX Operations Manager in strategizing improvements and long-term vision for service and customer experience with Product and Solution teams.
Ideal Candidate:
  • Essentials:
    • Comfortable working occasional Saturdays (time in lieu given); Operations focus within Customer Experience/Contact Centre; prior team management experience; Zendesk knowledge; process improvement experience; change management mindset; ability to thrive in a team; high attention to detail and analytical mindset.
  • Nice to Haves:
    • Tech/SaaS industry experience; forecasting and capacity planning experience; JSON, HTML, and basic coding understanding.

This is an exciting opportunity to shape the customer experience landscape and drive business growth. If you have a passion for delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply.

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