Customer Service Manager

2 weeks ago

Surry Hills, Australia Safewill Full time

**Our Story**:
At Safewill, we’re reshaping end-of-life planning in Australia, making it more affordable, personal, and accessible for all. Since our launch, we’ve grown rapidly to become one of the country’s fastest-growing tech companies. Backed by leading investors like Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox Ventures, we’re scaling fast - and we’re looking for a Customer Service Team Leader to help us deliver exceptional support while preparing our customer success team for future growth.

*** Your Story with Us**:
As our Customer Service Manager, you’ll step into a lead-level role where you’ll balance immediate operational needs with future strategic responsibilities. You’ll play a critical role in managing increased customer support demands while collaborating closely with our existing team to ensure outstanding service. Over time, this role will grow into a leadership position, overseeing a larger team and driving strategic initiatives to elevate Safewill’s customer experience.

Over the first 6-12 months, you will:
**Deliver Outstanding Customer Service**:

- Take a hands-on role in managing customer inquiries, including chat support, to ensure exceptional experiences for Safewill’s growing customer base.
- Collaborate with the existing team members to maintain service standards and manage workload.
- Handle escalations with professionalism and empathy, ensuring timely and effective resolutions.

**Develop Team and Strategic Capabilities**:

- Lay the groundwork for a scalable customer success function by introducing processes, tools, and best practices.
- Assist in forecasting team needs, analysing support trends, and proposing data-driven solutions for growth.
- Drive the adoption of CRM platforms and automation tools to improve team efficiency and service quality.

**Lead and Plan for the Future**:

- Support product-related customer-facing initiatives, collaborating cross-functionally with product and marketing teams.
- Begin transitioning from hands-on work to team leadership, taking on managerial duties and strategic planning.
- Take ownership of customer service projects, leading implementation and optimisation efforts.

**Ongoing**:

- Monitor and analyse customer data to identify trends, forecast demand, and ensure team readiness for growth.
- Introduce project management and optimisation practices to improve team workflows and customer outcomes.
- Act as a bridge between the customer success team and other departments to align efforts and maintain service excellence.
- Grow into a leadership role, overseeing a larger team as the company scales.

**Why Join Safewill?**:

- **Impactful work**: Help shape and elevate customer success at Safewill, making a real difference for Australians planning their Estate matters.
- **Growth opportunities**: Start as a hands-on leader and grow into a strategic role as the company scales.
- **Professional development**: Access resources and in-house mentorship to enhance your skills in customer success, leadership, and data analysis.
- **A culture of innovation**: Join a dynamic team where ideas are welcomed, and creativity drives success.
- **Competitive compensation**: A salary package with equity that recognises your contributions to Safewill’s growth.

**Wondering if you should apply?**:

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