Customer Support Manager

Domain; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Up to 20 weeks parental leave

Wellbeing Leave

Leadership development programs

Innovation Days

Job summary

Domain is seeking a Customer Support Manager (CX Operations Manager) to own strategy, processes, and systems for a seamless customer experience across Real Time Agent and Engage products. You will lead a delivery team via a small group of direct reports and partner with Sales to grow revenue.

The role sits in a collaborative CX Ops team within Domain, part of CoStar Group, with opportunities to innovate and drive measurable improvements in customer outcomes on a global scale.

Qualifications

• Prior experience managing a team of managers.
• Operations focus within Customer Experience / Service functions.
• Tech / SaaS industry experience.
• A working knowledge of Zendesk.
• Ability to hit the ground running, take initiative and thrive in a team environment.
• Process-driven - able to bridge the gap between plans and actions.
• Strong negotiation and presentation skills.
• High attention to detail and analytical mindset.

Responsibilities

• Strategise improvements and a longer term vision regarding service and customer experience, in conjunction with Product and Solution teams.
• Design, implement and optimise team structures to ensure resources are deployed in the most efficient and effective manner.
• Propose and own improvements to systems and processes to unlock efficiencies in CX teams, whilst driving improvements to the end-customer experience.
• Communicate product issues to the relevant Product leads, and share best practices with other CX Managers.
• Be accountable for continuous improvement across RTA and Engage - track and monitor the effectiveness of the team, and deliver against key metrics such as Employee and Customer Satisfaction Scores.
• Inspire, coordinate, and drive the performance of the team, developing team leaders through coaching.
• Collaborate closely with Customer Solutions Directors and Product Leads.

Skills

Team management

CX operations

SaaS experience

Zendesk

Initiative

Process-driven

Negotiation

Analytical mindset

Tools

Zendesk

Job description

As a Customer Support Manager (or CX Operations Manager as we say at Domain), and sitting within an experienced CX Operations team, you will own the strategy, processes and systems that are designed to deliver a seamless customer support experience across our Real Time Agent and Engage products, whilst managing a large and incredible delivery team via a small handful of direct reports, and helping to identify opportunities for our Sales teams to grow additional revenue.

For a passionate CX Manager, you've come at a good time!

With Domain now part of the Costar Group, this is just the beginning as our tech gets better and our teams get bigger. Sitting within one of the most collaborative, close-knit and well-integrated teams in Domain, this is an opportunity for a passionate problem-solver to fully immerse themselves in innovation and strategic thinking amongst a team of like-minded CX Ops Managers, whilst taking the leadership reins of a very hard-working delivery team that spans internationally.

What You'll Do:

• Strategise improvements and a longer term vision regarding service and customer experience, in conjunction with Product and Solution teams.
• Design, implement and optimise team structures to ensure resources are deployed in the most efficient and effective manner.
• Propose and own improvements to systems and processes to unlock efficiencies in CX teams, whilst driving improvements to the end-customer experience.
• Communicate product issues to the relevant Product leads, and share best practices with other CX Managers.
• Be accountable for continuous improvement across RTA and Engage - track and monitor the effectiveness of the team, and deliver against key metrics such as Employee and Customer Satisfaction Scores.
• Inspire, coordinate, and drive the performance of the team, developing team leaders through coaching.
• Collaborate closely with Customer Solutions Directors and Product Leads.

Ideally You'll Have:

ESSENTIALS:

• Prior experience managing a team of managers.
• Operations focus within Customer Experience / Service functions.
• Tech / SaaS industry experience.
• A working knowledge of Zendesk.
• Ability to hit the ground running, take initiative and thrive in a team environment.
• Process-driven - able to bridge the gap between plans and actions.
• Strong negotiation and presentation skills.
• High attention to detail and analytical mindset.

NICE TO HAVES:

• Experience managing overseas teams.
• Experience with process improvements and system efficiencies.

What's In It For You:

We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There's so many perks! Here's some of the favourites…

• Up to 20 weeks paid parental leave for primary carers.
• Wellbeing Leave, and opportunity to buy additional leave.
• Leadership development programs, LinkedIn Learning and more.
• Regular social events including our famous Innovation Days.

About Domain and CoStar Group

Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.

As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth. CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces. This is a rare opportunity to join a world-class research team at the intersection of two powerful brands - Domain's local market expertise and CoStar's global scale and technology - as we build the future of real estate intelligence together.

What's Next?

We'll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there's a match, one of our recruitment consultants will reach out-so keep your phone handy! We're genuinely excited about the chance to work together and make a meaningful impact.

Equity, Diversity & Inclusion

Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we're here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at [e-mail] or leave a message on 1300 858 356 and we will get back to you.