At Dabble, we're always on the lookout for talented individuals to help drive our customer service function forward. As a key member of our Customer Operations team, the Customer Automations Lead will play a pivotal role in enhancing customer experience and improving operational efficiency.
Job Description:
We're looking for a highly motivated and experienced professional who can develop and execute a comprehensive automation strategy for our Customer Service function. This involves leveraging advanced automation tools, such as Intercom, to design and manage automated workflows, chatbots, and self-service solutions that align with our business goals and regulatory requirements in the wagering industry.
Main Responsibilities:
* Develop and Execute Automation Strategy: Design and implement a comprehensive automation strategy that aligns with our business goals and wagering sector regulations.
* Lead Automation Development: Collaborate with cross-functional teams to lead the design, implementation, and continuous improvement of automated workflows, chatbots, and self-service solutions using Intercom and complementary tools.
* Monitor and Report Performance Metrics: Monitor and report on automation performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT).
* Team Management: Manage, mentor, and guide a team of customer service or automation specialists to deliver high-quality automation outcomes.
Requirements:
To be successful in this role, you'll need to have a proven track record of designing and managing automation workflows in a high-volume customer service environment. You'll also need advanced proficiency in Intercom or equivalent, as well as understanding of API integrations and basic scripting skills.
* Automation Experience: Proven track record of designing and managing automation workflows in a high-volume customer service environment.
* Intercom Proficiency: Advanced proficiency in Intercom or equivalent.
* API Integrations: Understanding of API integrations and basic scripting skills.
Benefits:
We offer a competitive salary package, plus superannuation and benefits. You'll also have the opportunity to work with a talented team of professionals and contribute to the growth and development of our company.
* Competitive Salary: A salary of $100,000-$130,000 + Super + Benefits.
* Talented Team: The opportunity to work with a talented team of professionals.
* Company Growth: The chance to contribute to the growth and development of our company.
About Us:
We're a dynamic and innovative company that's passionate about delivering exceptional customer experiences. We're committed to creating a safe and inclusive work environment where everyone feels valued and supported.
A fulfilling life extends beyond work, and we encourage our employees to prioritize self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.