Customer Support Experience Leader

1 week ago

Melbourne, Victoria, Australia beBeeProduct Full time $150,000 - $200,000
Customer Support Experience Leader

We are seeking a seasoned Product Manager to lead our Customer Support Product Team in delivering exceptional servicing experiences for our customers.

This role involves collaborating with our Customer Operations team to prioritize features effectively and regularly, as well as working closely with Engineering and Design teams to ensure initiatives are delivered on time and to a high standard.

  • Develop a deep understanding of consumer needs to identify and prioritize new opportunities for enhancing consumer experience capabilities within our platform.
  • Regularly prioritize and re-prioritize activities to ensure time is being spent on the most critical initiatives.
  • Design and implement new self-serve flows and products on our platform, which enhance customer experience and support our global success.
  • Own and drive features across all customer support platforms and tools internally and externally.
  • Lead cross-functional teams across customer ops, analytics, design, and engineering.

Key Qualifications:

  • Demonstrated product management experience gained within a large transaction volume, ecommerce environment.
  • Deep understanding of various customer transaction processes with examples of evolving them.
  • Strong written and verbal communication skills with the ability to articulate customer problems.
  • Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver project outcomes.
  • Ability to influence leadership and cross-functional teams.
  • Experience successfully launching and iterating on digital consumer-facing products.
  • A continuous improvement approach to product management.
  • Adept at testing and measuring the viability and success of new customer experiences.
  • Exceptional prioritization and project management skills.
  • Experience working with Zendesk, Salesforce Service Cloud or similar support platforms is an advantage.

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