Director of Customer Experience

21 hours ago

Williamstown, South Australia beBeeStrategic Full time $120,998 - $164,696
Job Title: Customer Service Director
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A strategic Customer Support Director is sought to scale our support function with the business. You will refine and enhance existing processes while introducing data-driven strategies to improve customer experience, retention, and growth.

  • You are a leader who can adapt and challenge the status quo when evidence suggests there is a better way. You don't just follow industry benchmarks; you dig into data, translate insights into action, and connect customer experience to business impact.
  • You know how to scale support strategically, ensuring it remains a key function rather than just a service. You have built scalable systems and balanced exceptional service with commercial results.
  • You have experience managing teams, transforming support functions, and operating in a multichannel, global business environment.
  • AI and automation? You see them as enhancers, not replacements. You have experience using technology to automate and streamline processes while keeping human interactions at the core.
  • You excel at breaking down silos, ensuring customer insights inform product, marketing, and operations. You facilitate a bi-directional flow of insights between customer support and the broader business, equipping the CS team with the right information to support customers effectively.
  • Beyond delivering great customer experiences, you thrive on developing and empowering teams. You coach, mentor, and foster an environment where people grow, equipping them with the skills and confidence to handle complex customer interactions with clarity and care.
Key Responsibilities:
  • Led workshops with senior leadership on translating customer feedback into product improvements.
  • Analyzed customer interaction data to identify opportunities for improving first-contact resolution rates.
  • Developed strategic roadmaps for integrating AI solutions into current support environments.
  • Collaborated with marketing on turning customer insights into compelling brand stories.
  • Mentored team leaders on balancing policy adherence with customer-first decision-making.
  • Presented business cases for new technologies to streamline back-office operations.
  • Designed metrics that better connect customer support performance to commercial outcomes.
  • Created frameworks for identifying and nurturing valuable customer relationships.
What We Offer:

A full-time role based in Collingwood, with flexible WFH options. A diverse crew from over 25 countries, each contributing unique skills to achieve shared vision. Embracing diverse backgrounds and perspectives is key to staying agile and resilient.

How to Apply:

Apply now if you're ready to lead with strategy, insight, and impact.

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