Customer Experience Team Lead
2 weeks ago
About Cars24
We're a leading global e-commerce platform for used vehicles, with a strong focus on delivering exceptional customer experiences. Our mission is to make car buying a joyful and hassle-free process.
We're currently seeking a passionate and driven customer experience lead to join our team in Sydney. If you're motivated to grow within an expanding international business and help us build our brand, we'd love to hear from you.
About the role
As a customer experience lead, you will manage the entire post-sale and post-delivery experience, acting as the single point of contact for our customers. Your responsibilities will include handling documentation, finance clearances, registration, car handovers, and addressing any post-sale queries or issues.
Key responsibilities:
- Be the face and voice of Cars24 for our customers, delivering an exceptional experience every time.
- Build strong trust with customers by being responsive, reliable, and proactive in resolving issues on the spot.
- Lead a small, motivated team of two (remote), who will support you in delivering top-tier service.
- Collaborate closely with the customer operations team to ensure every car is perfectly prepared for delivery and that all necessary paperwork is completed seamlessly.
- You'll also gain expertise in explaining car features to customers.
- As we grow, you'll play a key role in shaping and refining customer-facing processes in this exciting new venture.
Requirements:
- Passionate about creating exceptional customer experiences.
- Strong communication and problem-solving skills.
- Ability to lead a small team and work collaboratively with stakeholders.
- Experience in customer-facing roles, preferably in e-commerce or automotive industries.
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