Leader of Customer Support

2 days ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $120,000 - $150,000

As a seasoned professional, you will be responsible for spearheading the customer support division. This pivotal role requires strategic thinking and leadership skills to create an exceptional customer experience.

About The Position

This is a key leadership role where you'll shape how customers interact with our brand. As the leader of customer support, you'll develop and execute a customer-centric strategy that aligns with our growth objectives.

  • Develop and implement a comprehensive customer support vision, establishing key performance indicators and quality standards that drive business results.
  • Lead, coach, and develop a high-performing 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.
  • Collaborate with cross-functional 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.
Requirements
  • 7+ years of progressive experience in customer support or service management, with at least 3-5 years in leadership roles.
  • A proven track record of building, leading, and developing high-performing customer support teams.
  • Experience in scaling support operations in a high-growth environment.
  • A strong understanding of customer support metrics, quality management, and performance optimisation.

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