Customer Experience Operations Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeSuccess Full time $140,000 - $180,000
Job Opportunity

We are seeking a Customer Success Team Leader to drive the continued growth and development of our business through activities that generate venue growth and retention, and customer satisfaction across our products and services.

You will be responsible for developing a positive customer experience that fosters relationships and supports brand loyalty. You will lead a team of approximately 10, with 4 located internationally.

You will report to the Chief Operating Officer (COO) and operate as a working and hands-on team member within Customer Success, supporting a range of duties including:

Key Responsibilities

  • Ensure high-quality, accurate, and timely customer support, promoting satisfaction and retention

  • Establish and continuously improve procedures, toolkits, systems, and ways of working that support and enable the CS team in delivering superior customer service through accurate, professional, and timely support services with particular emphasis on Customer Onboarding; Venue Support; Complaint management and Product Feedback

  • Encouraging and fostering a culture of high performance, continuous improvement, and a customer-first focus at all times

  • Overseeing the improvement and maintenance of Customer Success's comprehensive knowledge base to support timely resolution of first line queries and complex troubleshooting, including the investigation and resolution of connectivity, middleware, web and mobile application issues

  • Setting OKRs and KPIs for the customer success team which aligns to business goals; customer outcomes and motivate staff. Along with monitoring, surfacing and reacting to trends and issues that arise

  • Forward planning for growth, demand, and capacity to ensure appropriate pro-active planning spanning: 24/7 support needs, Multi-disciplinary teams within CS, Professional services, Billing enquiries

  • Co-ordinating Incident Management processes to ensure timely resolution within SLAs

  • Managing onshore and offshore capacity and establishing quality standards and monitoring compliance with quality standards.

Required Skills and Qualifications

  • Proven experience in customer success or a related field with a focus on support services and team management

  • Brilliant communication and structured problem-solving skills

  • Demonstrable excellence in delivering exceptional customer experiences & continuous improvement

  • Strong mentoring and leadership skills, with experience in guiding, coaching, and developing team members

  • Proven track record in identifying and resolving incidents proactively

  • Ability to work collaboratively across all levels of management, in a fast-paced, challenging product delivery environment

  • Experience in growing, leading, and managing a diverse customer-facing team

  • Knowledge of modern Customer Service practices

  • Excellent interpersonal and communication skills, with the ability to build strategic relationships and advocate for customer needs

  • Demonstrated ability to foster a high-performance culture and manage cross-functional teams

Benefits

  • Enjoy a flexible and dynamic startup environment

  • Nurture a safe space for our people to show up as they are

  • Competitive salary and bonus structure

  • Opportunities for professional growth and development

  • Access to the best-in-class benefits that we offer

Join Our Team

We encourage applicants from all backgrounds to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone.

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