APAC Customer Experience Lead — Support & CX Excellence

Blackhawk Network; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

Blackhawk Network is seeking an APAC Customer Experience & Support Lead to manage day-to-day customer service operations and drive initiatives across APAC and globally. You will partner with BHN teams, vendors and stakeholders to ensure consistent, high-quality service along multiple channels.

The role emphasizes ownership, continuous improvement, and balancing customer, partner satisfaction and costs, with occasional international travel to meet objectives.

Qualifications

• 3-6 years' experience in a customer service frontline or back office contact centre or similar role.
• Experience across voice, email, chat, social media and online review platforms; IVR familiarity desirable.
• Experience in a financial, loyalty, rewards, or payments industry is preferred but not required.

Responsibilities

• Support and interact with customers, partners and internal stakeholders.
• Lead and support resolution of escalations and complaints with timely resolution.
• Serve as a primary contact for customer support solutions and project delivery.
• Monitor performance via reports, dashboards, CSAT and feedback; drive improvements.
• Provide regular performance updates at weekly meetings and QBRs.

Skills

Customer service

Multichannel support

Stakeholder management

Process documentation

Team collaboration

Tools

Excel

Word

PowerPoint

Job description

Blackhawk Network is seeking an APAC Customer Experience & Support Lead to manage day-to-day customer service operations and drive initiatives across APAC and globally. You will partner with BHN teams, vendors and stakeholders to ensure consistent, high-quality service along multiple channels.

The role emphasizes ownership, continuous improvement, and balancing customer, partner satisfaction and costs, with occasional international travel to meet objectives.