Customer Experience Manager

Overview
Customer Experience Manager role at
Doshii
. Doshii helps hospitality venues integrate apps and their POS systems to reduce double-handling, errors, admin, and confusion, delivering a seamless experience for venues and their customers. The company launched in 2016 and is part of Commonwealth Bank's venture scaling business, x15ventures, with a team based in Sydney and Melbourne.
Role Overview
We are looking for a
Customer Success Team Leader
to drive growth, retention, and customer satisfaction across Doshii's products and services. You will develop a positive customer experience that fosters relationships and brand loyalty. You will lead a team of approximately 10 people, with 4 located internationally, reporting to the COO. You will perform a working, hands-on role within
Customer Success
and support duties including:
Key Responsibilities
Ensure high-quality, accurate, and timely
customer support
to promote satisfaction and retention
Establish and continuously improve
procedures, toolkits, systems, and ways of working
to support the CS team in delivering superior service, with emphasis on
Customer Onboarding
;
Venue Support
;
Complaint management
and
Product Feedback
Foster a
high-performance
, continuous improvement, and customer-first culture
Oversee the maintenance of the CS knowledge base to support first-line queries and complex troubleshooting for connectivity, middleware, web and mobile app issues
Set
OKRs and KPIs
for the CS team aligned to business goals and monitor trends and issues
Forward planning for growth, demand, and capacity for 24/7 support needs and cross-functional collaboration with CS, Professional Services, and Billing
Coordinate
Incident Management
processes to ensure timely resolution within SLAs
Manage
onshore and offshore capacity
and establish
quality standards
and monitor compliance
Core Business & Partnership Responsibilities
Build strategic relationships with
partners
to meet business needs and collaboratively resolve issues
Collaborate across the business to ensure
Customer Success requirements
are considered in decision making, quarterly planning, and
product prioritization
Champion product features
that automate and reduce manual CS tasks
Advocate for Customers
through product design; provide feedback to Sales and Product; participate in discovery sessions to ensure products are fit for purpose
Maintain and improve the knowledge base for Customers
Build dashboards and
reporting insights
for internal CS function, including CES and NPS
Support
finance procedures
such as accounts receivable and controls
Experience
Proven
experience in customer success
or related field with focus on support services and team management
Excellent
communication
and structured
problem-solving
skills
Track record of delivering
exceptional customer experiences
and continuous improvement
Strong mentoring and leadership
skills with experience coaching and developing team members
Proven ability to identify and resolve incidents proactively
Collaborative approach across all management levels in a fast-paced 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
to build strategic relationships and advocate for customer needs
Ability to foster a
high-performance culture
and manage cross-functional teams
EEO statement
Research shows that people from underrepresented backgrounds sometimes hesitate to apply if they don't meet every requirement. If this is you, 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?
Flexible and dynamic startup environment
Safe space for our people to show up as they are
Competitive salary and bonus structure
Opportunities for professional growth and development
Access to CommBank-benefits
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries: Banking and Financial Services
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