Senior Customer Experience Specialist

3 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $100,000 - $125,000
Job Role: Customer Service LeadWe are seeking a highly skilled Customer Service Lead to oversee the entire customer experience for our Vytelle ADVANCE services in Australia, with seasonal support across New Zealand.Key Responsibilities:
  • As the primary point of contact, you will manage all customer communications from booking through to embryo reporting and feedback.
  • Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes.
  • You will own pre, during, and post-OPU follow-ups, including data collection, rebooking discussions, and satisfaction checks.
  • Proactively gather and use customer feedback to drive improvements in experience and retention.
  • Build strong, empathetic relationships based on trust, transparency, and responsiveness.
Team Collaboration:
  • Coordinate with internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer.
  • Support Field Ops with accurate, timely information for travel, logistics, and materials planning.
  • Liaise with customers to confirm matings, semen details, paperwork, and service logistics.
Performance Metrics:
  • Drive process discipline, using tools like HubSpot CRM and Vytelle.io for tracking leads, interactions, and service tickets.
  • Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications.
  • Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness.
Regional Support:
  • Lead customer coordination for Australia, and support New Zealand teams during peak IVF periods.
  • Assist in aligning lab and customer schedules to meet regional demand.

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