APAC CX & Support Strategy Lead

FyrFly Venture Partners; Melbourne; Sur place; AUD 90 000 - 130 000; Plein temps

Résumé du poste

Blackhawk Network is seeking an APAC Customer Experience & Support Lead in Melbourne (Richmond) to drive day-to-day service excellence across APAC. You will work with cross-functional teams and vendors to ensure SLA and KPI delivery while balancing customer satisfaction, partner outcomes, and cost efficiency.

The role emphasizes ownership, process optimization, and ongoing CX/UX improvements, including training, knowledge base updates, and initiative-driven projects. Travel may be required.

Qualifications

• 3-6 years’ experience in a customer service frontline or back office contact centre or a 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 within financial, loyalty, rewards, or payments industries is beneficial.

Responsabilités

• Support and interact with customers, partners and internal stakeholders.
• Lead and support escalation resolution while ensuring timely outcomes.
• Monitor CSAT, KPIs and dashboards to identify trends and drive improvements.
• Provide regular performance updates in meetings and report on service delivery.
• Collaborate with cross-functional teams to improve CX and UX and maintain knowledge bases.

Connaissances

Customer service

Multi-channel support

AI tools usage

Outils

IVR systems

Description du poste

Blackhawk Network is seeking an APAC Customer Experience & Support Lead in Melbourne (Richmond) to drive day-to-day service excellence across APAC. You will work with cross-functional teams and vendors to ensure SLA and KPI delivery while balancing customer satisfaction, partner outcomes, and cost efficiency.

The role emphasizes ownership, process optimization, and ongoing CX/UX improvements, including training, knowledge base updates, and initiative-driven projects. Travel may be required.