Customer Experience Leadership Opportunity

1 week ago

Sydney, New South Wales, Australia beBeeLeadership Full time $140,000 - $190,000
Job Description

We are seeking a skilled leader to spearhead our customer experience initiatives. As a first-level leader, you will be responsible for driving team performance and ensuring exceptional customer outcomes.

Our ideal candidate has a proven track record of managing remote teams, with a strong understanding of the customer experience discipline. They possess excellent people leadership skills, with the ability to drive accountability and deliver impactful results.

The successful candidate will have a natural tendency to solve problems efficiently, while maintaining high self-motivation and discipline to work effectively independently.

  • Key Responsibilities:
  • Drive team SLA performance by reviewing data, implementing strategies, and providing guidance to senior specialists.
  • Create a positive work environment and motivate your team to achieve performance and customer goals.
  • Provide effective training, coaching, and support to empower your team to deliver efficient resolutions while delighting customers.
  • Develop the CX Specialist onboarding experience through insights and suggestions based on feedback and observations.
  • Directly handle escalated customer requests, providing best-in-class service and guidance.
  • Take ownership of internal communications to support change management processes within CX.
  • Ensure all policies and procedures are reviewed, maintained, and understood by the team.
  • Identify operational problems and provide solution-oriented recommendations to Management.
  • Maintain ongoing communication with key stakeholders to ensure cross-functional flow of relevant information.
Required Skills & Qualifications

Ideal Qualifications:

  • Experience managing a remote team of at least 10 agents with a proven track record of driving accountability and results.
  • Deep understanding of Customer Experience discipline from previous roles.
  • Excellent people leadership skills with demonstrated ability to manage team performance and deliver impactful outcomes.
  • Outcome-oriented with a natural tendency to solve problems efficiently and drive customer and team outcomes.
  • High self-motivation and discipline to work effectively independently and resolve issues.
Career Benefits

As a leader in our organization, you will have the opportunity to accelerate your career growth while making a meaningful impact on our customers' lives.

Join us in our mission to disrupt the way pet parents discover and shop for products, and take advantage of our extensive opportunities for professional development and growth.

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