Head of Customer Experience
Head of Customer Experience
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1471 - 1471
1 Vacancy
Job Description
This is a remote position.
Schedule:
- Full time 9:00 am to 5:30 pm Sydney AU
The successful candidate will take ownership of customer escalations lead performance reviews and support the setup and refinement of team KPIs to ensure accountability consistency and continuous improvement across all touchpoints.
Key Duties and Responsibilities:
Lead and manage the customer service teams across online (chat/email) and voice (call centre) channels to deliver a seamless and professional customer experience
Monitor team performance regularly; provide actionable feedback and conduct performance reviews to support staff growth and productivity
Develop track and refine key performance indicators (KPIs) such as response time resolution rate CSAT (Customer Satisfaction Score) and refund/complaint metrics
Handle or oversee escalated customer issues ensuring timely and empathetic resolution
Create and maintain standardized workflows policies and communication templates
Identify service gaps and implement strategies to enhance efficiency accuracy and customer satisfaction
Coordinate training programs and regular coaching sessions to align team performance with organizational goals
Collaborate with other departments (e.g. Logistics Sales Product Operations) to resolve recurring service issues and improve cross-functional processes
Provide regular reports and insights to senior management on customer service performance and improvement areas
Requirements
Key Skills Knowledge and Attributes
Proven success managing multi-channel support teams including live chat email and phone-based support
Strong people leadership capabilities coaching mentoring and driving accountability
Deep understanding of customer service KPIs and how to use them to drive performance and satisfaction
Experience handling escalations with a solution-oriented and customer-first approach
Excellent written and verbal communication and conflict resolution skills
Strong analytical mindset and problem-solving abilities
Proficiency with customer service platforms (e.g. Freshdesk Zendesk Dialpad Shopify or similar tools)
Prior experience in e-commerce logistics or consumer goods industries is highly desirable
Minimum 3 years of experience in a leadership role within customer service or customer experience
Bachelor s degree in Business Communications or a related field (preferred but not mandatory)
Certifications in customer experience management leadership or customer service (advantageous)
Benefits
- HMO coverage for eligible locations
- Permanent work from home
- Immediate hiring
- Steady freelance job
Please note that since this is a permanent work-from-home position and an Independent Contractor arrangement the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates and the rate depends on your performance in the application process.
Key Skills, Knowledge, and Attributes Proven success managing multi-channel support teams, including live chat, email, and phone-based support Strong people leadership capabilities coaching, mentoring, and driving accountability Deep understanding of customer service KPIs and how to use them to drive performance and satisfaction Experience handling escalations with a solution-oriented and customer-first approach Excellent written and verbal communication and conflict resolution skills Strong analytical mindset and problem-solving abilities Proficiency with customer service platforms (e.g., Freshdesk, Zendesk, Dialpad, Shopify, or similar tools) Prior experience in e-commerce, logistics, or consumer goods industries is highly desirable Qualifications & Licensing Requirements Minimum 3 years of experience in a leadership role within customer service or customer experience Bachelor s degree in Business, Communications, or a related field (preferred but not mandatory) Certifications in customer experience management, leadership, or customer service (advantageous)
Employment Type
Full Time
