Customer Experience Manager

About Doshii

Doshii helps hospitality venues clear their plates by getting their apps and point-of-sale (POS) systems talking to each other. For venues, that means less double-handling, errors, admin and confusion and more time to do what they do best. For their customers, it means a satisfying and seamless experience.

Doshii was launched in 2016 and is proud to be a part of the Commonwealth Bank's venture scaling business, x15ventures. Partnering with some of the best and brightest hospitality POS and app companies in Australia, we now boast a highly skilled, dedicated and rapidly expanding team based out of Sydney and Melbourne.

Role Overview

We are looking for a Customer Success Team Leader to assist in the continued growth and development of Doshii through activities which generate venue growth and retention, and customer satisfaction across Doshii's products and services. You will be responsible for developing a positive customer experience that fosters relationships and supports brand loyalty. You will be leading a team of approximately 10, with 4 located internationally.

You will be reporting to the COO, operating as a working and hands-on team member within Customer Success and supporting a range of duties including:

Key Responsibilities

• Ensure high-quality, accurate, and timely customer support, promoting satisfaction and retention

• Establish and continuously improve procedures, toolkits, systems, and ways of working that support and enable the CS team in delivering superior customer service through accurate, professional, and timely support services with particular emphasis on Customer Onboarding; Venue Support; Complaint management and Product Feedback

• Encouraging and fostering a culture of high performance, continuous improvement, and a customer-first focus at all times

• Overseeing the improvement and maintenance of Customer Success's comprehensive knowledge base to support (1) timely resolution of first line queries and (2) complex trouble shooting including the investigation and resolution of connectivity, middleware, web and mobile application issues

• Setting OKRs and KPIs for the customer success team which aligns to business goals; customer outcomes and motivate staff. Along with monitoring, surfacing and reacting to trends and issues that arise

• Forward planning for growth, demand, and capacity to ensure appropriate pro-active planning spanning: 24/7 support needs, Multi-disciplinary teams within CS, Professional services, Billing enquiries

• Co-ordinating Incident Management processes to ensure timely resolution within SLAs

• Managing onshore and offshore capacity and establishing quality standards and monitoring compliance with quality standards.

Core Business & Partnership Responsibilities

• Build strategic relationships with partners to discover and deliver on their business needs and work collaboratively to resolve issues & challenges

• Collaborating and engaging across all areas of the business to ensure that Customer Success requirements are being considered in decision making processes, quarterly planning, and product prioritization processes

• Championing product features/developments internally that automate and alleviate customer success manual tasks that de-risk procedures

• Advocating for Customers through the product design process; providing feedback to the Sales and Product teams; participating in product and technical discovery sessions to ensure products in the pipeline are fit for purpose

• Maintaining and improving the extensive shareable knowledge base for Customers

• Building Dashboards and reporting insights for the customer success function internally including reporting on CES and NPS

• Supporting finance procedures such as accounts receivables, and finance controls

Experience

• Proven experience in customer success or a related field with a focus on support services and team management

• Brilliant communication and structured problem-solving skills

• Demonstrable excellence in delivering exceptional customer experiences & continuous improvement

• Strong mentoring and leadership skills, with experience in guiding, coaching, and developing team members

• Proven track record in identifying and resolving incidents proactively

• Ability to work collaboratively across all levels of management, in a fast paced, challenging product delivery environment

• Experience in growing, leading, and managing a diverse customer facing team

• Knowledge of modern Customer Service practices

• Excellent interpersonal and communication skills, with the ability to build strategic relationships and advocate for customer needs.

• Demonstrated ability to foster a high-performance culture and manage cross-functional teams

Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don't worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we're looking for

Why Join Us?

• Enjoy a flexible and dynamic startup environment

• We nurture a safe space for our people to show up as they are

• Competitive salary and bonus structure

• Opportunities for professional growth and development

• Access to the best in class benefits that CommBank offers.

Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. We are working hard to build a team of people who represent the rich diversity of our customers and communities. If you're excited about this opportunity but you don't meet every single requirement, or your experience doesn't align perfectly, we still want to encourage you to apply. You may just be the perfect candidate for this opportunity or another within CommBank.

At CommBank we will inspire you with work that makes a difference, surround you with talented people that respect and value each other, and empower you to grow professionally and personally. Most of all, making a positive impact for customers, communities and each other is part of our every day.

We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.