Job Title: Customer Service Director
Job Description:
We are a high-growth global business leading the way in product innovation and retail strategy founded in Australia selling our first wallet in 2010 and have since grown to over 100 staff selling through more than 1500 doorways and directly to customers in 150 countries.
Role Summary:
We are looking for a customer support director to build on our strong foundations and ensure our support function scales with the business you will refine and enhance what is already working while introducing evidence-based strategies that help us improve customer experience strengthen retention and contribute to sustainable growth
Key Responsibilities:
* You are strategic adaptable and challenge the status quo when the evidence says there is a better way you don't just follow industry benchmarks you dig into the data translate insights into action and connect customer experience to business impact
* You know how to scale smartly ensuring support remains a strategic function not just a service you've built scalable systems and balanced exceptional service with commercial results
* You have experience managing teams transforming support functions and operating in a multichannel global business
* Ai and automation you see them as enhancers not replacements you have experience using technology to automate and streamline processes while keeping human interactions at the core
* You excel at breaking down silos ensuring customer insights shape product marketing and operations you've facilitated a bi-directional flow of insights between customer support and the broader business ensuring the cs team has the right information to support customers effectively while leveraging customer insights to inform strategy
* Beyond delivering great customer experiences you thrive on developing and empowering teams you coach mentor and foster an environment where people grow equipping them with the skills and confidence to handle complex customer interactions with clarity and care
What We're Looking For:
* Led a workshop with senior leadership on translating customer feedback into product improvements
* Analyzed customer interaction data to identify opportunities for improving first-contact resolution rates
* Developed a strategic roadmap for integrating ai solutions into our current freshdesk environment
* Collaborated with marketing on turning customer insights into compelling brand stories
* Mentored team leaders on balancing policy adherence with customer-first decision-making
* Presented a business case for new technologies to streamline back-office operations
* Designed metrics that better connect customer support performance to commercial outcomes
* Created a framework for identifying and nurturing our most valuable customer relationships