CX Manager

1 week ago

Sydney, New South Wales, Australia Marketfinder Full time $80,000 - $120,000 per year

Our clients a dynamic and growing payments company, providing innovative solutions to both business and individual clients. As they expand, we are seeking a proactive and customer-focused professional to lead our Customer Service function and ensure an exceptional client experience.

Role Overview:

The Customer Service Manager will play a pivotal role in shaping and managing the customer support operations for a small but growing team. This person will ensure client queries and issues are handled efficiently, while driving improvements in processes, tools, and team performance.

Key Responsibilities:

  • Lead, mentor, and develop a small customer service team to deliver consistent, high-quality support.
  • Oversee day-to-day operations of the customer service function, including inquiries, complaints, and payment issue resolution.
  • Implement and refine processes, policies, and workflows to enhance operational efficiency and client satisfaction.
  • Monitor team performance metrics and KPIs to identify areas for improvement and training opportunities.
  • Collaborate with internal teams (e.g., product, operations, and compliance) to resolve complex client issues and improve service delivery.
  • Foster a client-centric culture focused on responsiveness, professionalism, and continuous improvement.
  • Contribute to the development and scaling of customer service strategies as the company grows.

Qualifications & Skills:

  • Proven experience in customer service management, preferably within financial services or payments.
  • Strong leadership and team development capabilities.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Ability to adapt to a fast-paced, evolving business environment.
  • Proficiency with CRM systems, ticketing tools, and customer support software.

Why Join:

  • Be a key part of a growing company with opportunities to shape customer service strategy.
  • Work closely with a collaborative and ambitious team.
  • Drive initiatives that directly impact client satisfaction and business growth.

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