* Have you led a multi-region SaaS support function before?
* Are you comfortable with restructuring teams and processes ?
About Our Client
This opportunity is with a medium-sized organisation within the business services industry. Known for its commitment to excellence, this company focuses on delivering high-quality solutions to its clients and fostering a professional work environment.
Job Description
* Develop and implement customer service strategies to enhance client satisfaction.
* Oversee and manage the customer service team to ensure high performance and efficiency.
* Monitor customer feedback and identify opportunities for improvement.
* Collaborate with internal teams to streamline processes and improve customer interactions.
* Analyse customer service metrics and prepare reports for senior management.
* Ensure compliance with industry standards and company policies in all customer service interactions.
* Lead training initiatives to up-skill the customer service team.
* Act as the primary point of contact for escalated customer concerns and resolve issues promptly.
The Successful Applicant
A successful Head of Customer Experience should have:
* Proven experience leading customer service teams in the business services industry.
* Strong understanding of customer experience strategies and best practices.
* Exceptional communication and leadership skills.
* Proficiency in data analysis and reporting tools.
* Ability to develop and implement effective customer service processes.
* A solutions-focused mindset with a commitment to achieving excellence.
* SaaS background essential.
* Experience with AI/Automation tools.
What's on Offer
* Competitive salary of AUD 150,000 to AUD 180,000 plus superannuation.
* Permanent, full-time role offering stability and career growth.
* Opportunities to work in a professional and supportive environment within the business services industry.
* A chance to lead and shape the customer service function at a medium-sized organisation.
If you are passionate about delivering exceptional customer experiences and are ready to take on a leadership role, we encourage you to apply today!
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