APAC CX & Support Lead — Elevate Customer Experience

Blackhawk-Network; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Blackhawk Network is seeking an APAC Customer Experience & Support Lead in Melbourne to drive day-to-day service delivery, SLAs and KPIs across multi-channel contact centres. You will collaborate with cross-functional teams globally to ensure a consistent, seamless experience for customers and partners.

The role emphasizes ownership, continuous improvement, and balancing customer satisfaction with costs, while adapting to new products and systems. Some interstate travel may be required.

Qualifications

• 3-6 years’ experience in a customer service frontline or back-office contact centre or similar operational role.
• Experience in a multi-skilled contact centre including voice, email, chat, social media and online review platforms; familiarity with IVR is desirable.
• Experience using AI tools, quality assurance, and speech analytics to support insights and deliver UX or CX platform and process improvements.

Responsibilities

• Support and interact with customers, partners and internal stakeholders.
• Lead and support resolution of escalations and complaints with timely resolution.

Skills

Customer service

Multi-channel support

Communication

Problem solving

Documentation

Team collaboration

Autonomy

Tools

IVR

Excel

Word

PowerPoint

Job description

Blackhawk Network is seeking an APAC Customer Experience & Support Lead in Melbourne to drive day-to-day service delivery, SLAs and KPIs across multi-channel contact centres. You will collaborate with cross-functional teams globally to ensure a consistent, seamless experience for customers and partners.

The role emphasizes ownership, continuous improvement, and balancing customer satisfaction with costs, while adapting to new products and systems. Some interstate travel may be required.