Senior Customer Experience Manager

18 hours ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,300
Job Opportunity

We are seeking an experienced leader to manage our customer service operations and elevate client satisfaction.

This pivotal leadership role is designed for a hands-on manager who thrives in a technical environment. You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.

You will lead a team dedicated to providing exceptional service to knowledgeable clients, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

  • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and knowledge sharing.
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.

Candidate Requirements:

  • A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within a technical industry.
  • Proven qualifications and experience in developing and implementing customer service procedures, SLAs, and performance metrics.
  • A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with clients and liaise effectively with internal staff.
  • A proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
  • Solid administrative skills and proficiency with CRM systems and standard office software.

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