Customer Experience Manager

7 days ago

Surry Hills, Australia Lawpath Full time

**Come join our mission**
At Lawpath, we're revolutionising the way legal and accounting services are delivered

As Australia’s largest online platform for Legal, Accounting, and Business Support, we’ve helped over 400,000 businesses save more than $100 million in fees

Join our dynamic team and be part of a company that is transforming the legal and accounting landscape. We make it easy to start and run a business with our all-in-one technology platform. Come along on the journey as we aim to support 1,000,000 businesses by 2030

At Lawpath, you'll have the opportunity to work with talented professionals who are passionate about making a real difference. This includes working alongside the 2024 winners of the Young Entrepreneur Awards and contributing to one of the top innovative firms across Asia-Pacific. Come along on this ride to help small businesses turn their dreams into a reality

**About the role**

**Your day-to-day responsibilities will include**:

- Managing, fostering and leading a team of customer-facing experts.
- Able to assist with customer support issues via chat and over the phone
- Managing both the end-to-end account management process from activation to renewal.
- Assisting the sales team with achieving their targets by sending through potential leads that come over the phone or online chat
- Taking full ownership of customer operations in their area, with a keen understanding of service delivery design.
- Recording and tracking all customer support issues through our CRM systems (Salesforce and Intercom)
- Reporting any bugs and use issues from end-users
- Identifying and implementing strategies and processes to continuously improve our support and customer experience

**To be successful, you will need**:

- To be an authentic leader, willing to lead from the front.
- To be a customer service superstar - someone who loves helping people
- Strong verbal and written communication skills
- Resourceful in finding answers themselves whilst also knowing when to escalate/seek help from others
- Ability to quickly learn and use various systems
- Strong attention to detail
- Able to collaborate with customers to problem solve and find a resolution
- Effectively multitask and manage competing priorities

**Amazing benefits we’ll provide**:
A generous ESOP to reward your hard work
An additional paid day of leave for your birthday
Generous parental leave policy for parents and carers
A genuine flexible work-from-home policy to assist you in balancing your work and personal life
Annual Learning Stipend for you to allocate towards any course of your choice, supporting both your personal or professional growth
Mentoring Program to facilitate your growth and development by tapping into the experience of our accomplished business leaders
✨Culture of transparency supported by initiatives such as regular CEO Town halls, regular employee feedback surveys and end-of-month department performance reports shared across the business
Culture Calendar with monthly activities, birthday cake celebrations and team-building days
Discounted gym membership that’s a 2-min walk from our office
End-of-trip facilities to make your commute smooth & easy

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