Customer Experience Leader

3 hours ago

Sydney, New South Wales, Australia beBeeLeader Full time $120,000 - $140,000
Job Title:

Customer Experience Leader

About Us:

We're a dynamic insurance company dedicated to delivering exceptional customer experiences.

Our mission is to combine innovative technology with outstanding service, creating home insurance that's simpler, faster and more customer-friendly.

Job Description:

This is a unique opportunity to lead our customer support strategy and shape the future of our customer experience.

As our Customer Experience Leader, you'll be responsible for developing and implementing a strategic vision for customer support.

You'll lead a talented team of support professionals, drive continuous improvement in our support operations and work closely with executive team members to ensure our customer service capabilities scale effectively with our business growth.

  • Develop and implement the strategic vision for customer support, establishing KPIs and quality standards that align with our growth objectives.
  • Lead, coach and develop a high-performing support 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.
  • Partner with product, technology and operations 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 to the organisation.
  • Lead initiatives to enhance self-service capabilities, explore innovative support channels and optimise support technology and tools.
  • Manage escalated customer issues with a focus on resolution and relationship preservation.
Required Skills and Qualifications:

Must haves:

  • 7+ years of progressive experience in customer support or service management, with at least 3-5 years in leadership roles.
  • Proven track record of building, leading and developing high-performing customer support teams.
  • Experience in scaling support operations in a high-growth environment.
  • Strong understanding of customer support metrics, quality management and performance optimisation.
  • Experience implementing and optimising support technology and tools (e.g., CRM systems, ticketing platforms, knowledge bases).
  • Excellent communication and interpersonal skills, with the ability to influence across all levels of the organisation.
  • Data-driven approach to decision-making and performance management.
  • Strong problem-solving skills with the ability to balance tactical execution and strategic thinking.
Benefits:

Competitive salary package with performance-based incentives.

Opportunity to shape and lead a critical function in a high-growth company.

Enviable company culture of innovation, collaboration and high performance.

Hybrid work model blending office collaboration with remote flexibility.

Monthly team lunches, celebrations, social events & initiatives.

Our Culture:

We challenge expectations, seek better ways of working and value innovation at every turn.

We're exceptional at what we do, and every team member brings unique talent to our team.

As an equal opportunity employer, we're committed to diversity and inclusion.

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