APAC CX & Support Leader

UNAVAILABLE; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Blackhawk Network is seeking an APAC Customer Experience & Support Lead to ensure effective daily service delivery across day-to-day operations. You will collaborate with cross-functional teams, vendors and customers globally to maintain consistent, high-quality support and meet SLAs and KPIs across channels.

In this fast-paced role, you’ll drive continuous improvements, balance customer and partner satisfaction with cost, and oversee new product and process implementations while maintaining

Qualifications

• 3-6 years’ experience in a customer service frontline or back office contact centre or similar role.
• Experience in a multi-skilled contact centre including voice, email, chat, social media and online review platforms; familiarity with IVR is desirable.
• Experience in financial, loyalty, rewards or payments industry preferred.
• Experience using AI tools, quality assurance, and speech analytics to support insights and deliver UX/CX improvements.
• Excellent written and verbal communication skills with strong attention to detail.

Responsibilities

• Support and interact with customers, partners and internal stakeholders.
• Lead and support resolution of escalations and complaints with timely resolution.
• Serve as primary contact for customer support solutions and project delivery.
• Monitor performance via reports and CSAT, identifying trends and opportunities for improvements.
• Provide regular performance updates at meetings and when needed.
• Ensure clear communication of service performance and risks to stakeholders.

Skills

Customer service leadership

Communication skills

Problem solving

Project coordination

Excel/Office tools

Education

Bachelor's degree in a relevant field

Tools

AI Tools

Quality Assurance

Speech Analytics

Job description

Blackhawk Network is seeking an APAC Customer Experience & Support Lead to ensure effective daily service delivery across day-to-day operations. You will collaborate with cross-functional teams, vendors and customers globally to maintain consistent, high-quality support and meet SLAs and KPIs across channels.

In this fast-paced role, you’ll drive continuous improvements, balance customer and partner satisfaction with cost, and oversee new product and process implementations while maintaining