Customer Experience Lead

Estimateone; Richmond Shire; Hybrid; AUD 135,000 - 145,000; Full time

Benefits offered by this job

Professional development

Wellbeing stipend

WFH setup

Entrepreneurial leave

Parental leave

Volunteer leave

Donation matching

Job summary

EstimateOne is seeking a Customer Support Lead to guide the CX team, balance hands-on work with leadership, and derive actions from churn data to improve retention. You’ll collaborate with Product, Marketing, RevOps and Sales to resolve customer friction and scale the customer experience without losing the human touch.

The role emphasizes player-coach leadership, commercial focus on adoption and growth, and a proactive approach to addressing customer churn through data-driven initiatives.

Qualifications

• Experience leading a Customer Experience or similar customer-facing team in SaaS.
• Player-coach who can lead and do hands-on work.
• Commercially minded with understanding of adoption, retention and growth.
• Curious about why customers leave and able to analyze churn data.

Responsibilities

• Lead, coach and develop our Customer Experience Specialists, creating a high-performing CX team.
• Handle complex or high-impact issues and speak directly with churned or at-risk customers.
• Build a clear, evidence-based understanding of why customers churn across Builder, Subbie and Supplier audiences.
• Dig into customer, product usage, billing, support and commercial data to identify patterns and churn risks.
• Turn insights into prioritised retention initiatives and experiments; measure and adapt.
• Lead and coordinate save, retention and win-back initiatives across E1.
• Evolve CX model with AI and self-service to scale while preserving human value.
• Own outcomes delivered through AI support including CSAT and deflection.
• Improve customer knowledge and self-service to reduce avoidable support needs.
• Partner with Product, Marketing, RevOps, Sales and Customer Success to tackle friction.
• Bring voice of customer into business decisions with real conversations.
• Track and communicate progress against CX and retention outcomes.

Job description

Who we are

E1 (formerly called EstimateOne) is a SaaS tender management platform connecting commercial builders with subcontractors and suppliers. Proudly named one of AFR’s Best Places to Work in 2025, we’re the market leader in Australia and New Zealand.

Our scaleup vibe keeps things lively. We’ve come a long way in 17 years and seeing what we’ve achieved in that time gets us pretty excited for the next 17. We’re passionate about setting clear, fair expectations and delivering results, with a genuine commitment to wellness and happiness that you’ll truly experience.

The Role

We’re looking for a Customer Support Lead to lead our CX team and help us better understand, support and retain our customers.

This isn't a traditional Support Team Lead role. It's a player coach role for someone who wants to stay close to customers while using those conversations, alongside customer, product and churn data, to understand where customers are struggling and why they leave.

You’ll lead and develop our Customer Experience Specialists, jump into complex customer issues when needed and own E1's understanding of the key drivers of churn across our Builder, Subbie and Supplier customers.

From there, you’ll turn insight into action. You might be improving how we support customers, talking to churned customers to understand what's really going on, testing a new retention initiative, improving our AI and self service experience or bringing Product, Marketing, RevOps and our audience teams together to fix an underlying customer problem.

Ultimately, you’ll help us create a customer experience that scales without losing the human connection that matters.

What you'll do

• Lead, coach and develop our Customer Experience Specialists, creating a high-performing and commercially minded CX team.
• Stay close to our customers, stepping into complex or high-impact issues and talking directly with churned and at-risk customers.
• Build a clear, evidence-based understanding of why customers churn across our Builder, Subbie and Supplier audiences.
• Dig into customer, product usage, billing, support and commercial data to identify patterns, friction and emerging churn risks.
• Turn those insights into prioritised retention initiatives and experiments, measuring what works and adapting quickly when it doesn't.
• Lead and coordinate save, retention and win-back initiatives across E1.
• Evolve our CX model using the right combination of expert support, AI and self-service to give customers a great experience at scale.
• Own the customer outcomes delivered through our AI support capability, including resolution quality, CSAT and deflection.
• Improve our customer knowledge and self-service experience to reduce avoidable support and make it easier for customers to get the help they need.
• Partner closely with Product, Marketing, RevOps, Sales and Customer Success to address recurring customer friction and improve retention.
• Bring the voice of the customer into business decisions through evidence, insights and real customer conversations.
• Track and communicate our progress against CX and retention outcomes.

About You

We're looking for someone who is equal parts customer leader, problem solver and commercial operator.

You don't need to choose between being a people leader and being hands-on. You enjoy doing both.

Ideally:

• You have experience leading a Customer Experience, Customer Success, Support or similar customer-facing team, ideally within SaaS or another subscription business.
• You're a genuine player-coach. You can set direction and develop people but you're also happy to jump into the work yourself.
• You're commercially minded and understand the relationship between customer experience, adoption, retention and growth.
• You're curious about why customers leave, not just what the churn number was last month.
• You're comfortable working with customer and churn data to identify patterns and make decisions. You don't need to be a data analyst but you're not afraid of a dashboard either.
• You know how to turn customer insight into action and can bring different teams together to solve problems.
• You're excited about the potential of AI, automation and self-service but understand where human interaction still creates real customer value.
• You're comfortable experimenting, measuring results and changing course when something isn't working.
• You're humble, hungry and smart.
• You're a team player and want the business to succeed.

The ability to champion our company values matters to us. We care about our team and you'll be joining a group of people who want each other to be happy and successful. If you're curious, commercially minded and passionate about creating customer experiences that make people want to stick around, we'd love to hear from you.

Perks

There’s more to working at E1 than just creating game-changing technology for the construction industry. We know that to reach the lofty goals we set ourselves we need to look after our team, our shareholders and the industry we serve.

A few of the things we offer:

• $3,000 per year towards your professional development and $500 towards your wellbeing.
• $500 each year to design your own WFH setup.
• 5 days entrepreneurial leave each year to work on your side projects and make them come to life.
• Paid parental leave, including 16 weeks for primary carers and 6 weeks for secondary carers.
• Volunteer leave.
• We match non-profit donations 2:1.

Salary

We’re transparent about salary ranges at E1, and that extends externally. Our salary range for this role is $135,000 - $145,000 (depending on experience).

E1 is an equal opportunity employer committed to providing a work environment which embraces and values diversity and inclusion. If you have any support or access requirements, please let us know when you apply so we can make your application process as smooth as possible.

As a Circle Back Initiative Employer, we also commit to responding to every applicant.

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