Customer Experience Lead (ANZ market)  

Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.

Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.

Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed.

Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally

Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company.

Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.

Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.

Able to balance and prioritize the above based on seasonality and the needs of customers, team and client.

Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

• Must speak English with a neutral or Australian/New Zealand accent

• Experience in working with customers in a leadership role

• Experience leading, inspiring and motivating others to meet goals and metrics

• Strong analytical skills

• Able to tell a story with data and metrics

• Excellent communication skills

• Work well in ambiguity and embrace the adventure!