Reporting directly to the Company Founders, you'll lead efforts to elevate the company and team as they expand market presence. You'll oversee daily operations, collaborate closely with Department Team Leaders, and ensure exceptional client engagement and satisfaction. If you have a proven track record, exceptional communication skills, and a passion for revolutionising customer experiences, we want to hear from you.
What You'll Be Doing:
Teams: Lead and support the customer service, onboarding, and account optimisation team leaders, ensuring they are motivated and equipped to provide top-tier service.
Customer Journey Oversight: Oversee the entire customer journey from onboarding to ongoing support, ensuring a seamless and positive experience.
Cross-Functional Collaboration: Collaborate with cross-functional teams, including product, sales, and marketing, to enhance the customer experience.
Feedback and Improvement: Gather customer feedback and work with internal teams to drive continuous improvement in products and services.
Metrics and Reporting: Monitor key performance indicators (KPIs) related to customer satisfaction and retention, and report these to senior leadership.
Strategy Development: Develop and implement strategies to improve customer engagement and retention.
What we are looking for:
Previous experience in a customer-centric leadership role, driving change and business improvements (in a SaaS or start-up role would be highly beneficial).
Strong and patient communication skills.
Excellent conflict resolution skills delivered with empathy and calmness.
Ability to analyse data, identify trends, and develop strategies to improve customer experience.
A proactive mindset with a passion for driving results.
Willingness to travel as needed (the company has a support team based in Manila).
The ability to work onsite in the office a minimum of 4 days per week.
Ready to Take the Next Step?
If you're a motivated individual with a passion for customer satisfaction and a deep understanding of the short-term rental industry, we want to hear from you!
How to Apply:
Please submit your updated resume using the link or send it to ****** ensuring the subject header identifies the position you are applying for.
Right to Work
The above position is open only to applicants who have a current right to work in Australia. Applicants who do not have a current right to work in Australia will unfortunately not be considered and are respectfully asked not to apply.
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