Senior Customer Experience Lead

4 weeks ago

Mudgeeraba, Australia Hometime Full time

About Hometime: 

We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved. We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms. Join our growing team to help lay the foundations of our future success.

This is the job for you if you are excited about:

  • Short term rental industry
  • Making a tangible contribution to an exceptional remote culture
  • Interacting with people to make a positive impact on their experience
  • Thriving in a dynamic and fast-paced work environment for personal and professional growth

About the role:

Hometime is on the lookout for  a  seasoned, results-oriented leader to join our team as a Senior Customer Experience Leader. In this role, you will play a pivotal role in shaping and delivering exceptional customer experiences while guiding and developing a high-performing team.

Responsibilities include:

  • Leading and managing a team of customer service representatives: Provide ongoing coaching, mentoring, and performance management to ensure team members are equipped with the necessary skills and knowledge to deliver exceptional customer service.
  • Drive customer satisfaction and loyalty: Oversee the timely and professional resolution of customer inquiries and escalations. Actively listen to customer concerns, understand their needs, and implement effective solutions.
  • Champion continuous improvement: Analyse customer feedback, identify areas for improvement, and develop innovative strategies to enhance the customer journey.
  • Build and foster strong customer relationships: Develop personalised service experiences for the team and actively follow up with customers to ensure their satisfaction.
  • Data-driven decision making: Leverage customer data and analytics to gain insights into customer behaviour and preferences, identify trends, and inform strategic decisions.
  • Collaboration and partnership: Foster strong cross-functional partnerships with internal teams to ensure a seamless and consistent customer experience. Advocate for customer needs and champion initiatives that improve customer satisfaction.
  • Best practice expertise: Share knowledge and expertise with the partner network by providing best practice advice and support, empowering them to exceed customer expectations.
  • Strategic vision: Contribute to the development and implementation of broader customer experience initiatives and strategies, ensuring alignment with the overall business goals.

Desired Skills and Qualifications:

  • Minimum 5+ years of experience in a customer service senior role
  • Proven track record of success in driving customer satisfaction and loyalty
  • Strong coaching, mentoring, and team management skills
  • Excellent communication, interpersonal, and problem-solving skills
  • Data analysis and interpretation skills
  • Must be based in Gold Coast 

Benefits:

  • Competitive salary in line with your experience
  • WeWork access to coworking across Australia, on-site baristas and collaborative spaces
  • Coffee allowance of $75 per month on your own Airwallex card to enjoy at your local cafe when you work
  • An extra day of leave for your birthday to celebrate all things you with your friends and family
  • Supportive paid parental leave policy including leave for secondary carers, adoption leave and special maternity leave
  • Free time off between Christmas and New Year thanks to Hometime’s Holiday Week
  • Quarterly events, both virtual and in person, to come together with your teammates

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