Australia Customer Experience Lead

7 days ago

Sydney, New South Wales, Australia beBeeSupport Full time $150,000 - $180,000
Job Opportunity

    Australia Support Lead Position

    We are seeking a highly skilled professional to lead our customer support team in Australia, focusing on providing exceptional service to our clients.

  • Responsibilities:
  • Lead and coach global CS teams to enhance Australian user experience and handle sensitive cases effectively.
  • Partner with local Compliance, Operations, and Legal teams to ensure offshore agents receive proper training on AU-specific requirements.
  • Manage high-priority customer cases in collaboration with offshore teams and local departments.
  • Liaise with CDD teams to improve AU customers' KYC/AML workflows and reduce friction.
  • Collaborate with Product and Marketing teams to inform CS of upcoming campaigns, product launches, and changes affecting ticket volume.
  • Identify operational pain points and work cross-functionally to resolve or escalate them.
  • Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to AU users.
  • Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas.

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