CX Readiness & Incident Response Lead

Jobtailor; Sydney; On-site; AUD 85,000 - 100,000; Full time

Job summary

Jobtailor is seeking a CX Capacity Lead to plan and manage customer support capacity for campaigns and high-volume periods. You will build guidelines, routing logic, and contractor briefs while leading responses to incidents and escalations.

The role emphasizes data-driven decisions and collaboration with product, engineering, and payments teams. The ideal candidate has 3+ years in customer support with seniority beyond frontline, strong communication, and curiosity about AI-powered tooling.

Qualifications

• 3+ years in customer support, with seniority beyond frontline (escalations, SME, or team lead).
• Experience coordinating people and outcomes across teams without formal authority.
• Strong written and verbal communication skills.
• Experience using data to understand workload and customer outcomes.

Responsibilities

• Plan and prepare CX capacity ahead of campaigns, launches, and volume spikes.
• Build guidance documents, macros, routing logic, and contractor briefings.
• Lead operational responses when additional support is required.
• Create priorities and align frontline teams and CX leaders.
• Manage and develop a flexible bench of trained contractors.
• Track volume, backlog, and customer outcomes.
• Coordinate with Product, Engineering, and Payments to communicate customer impact.
• Build and improve processes, workflows, and AI-assisted tools.
• Design incident response playbooks, communication templates, and escalation paths.
• Prepare CX capacity, messaging, and contractor readiness for campaigns and launches.
• Build capacity models, trackers, and documentation systems.
• Follow incidents and surges through to resolution and improve processes after each event.

Skills

Customer Support

Operational Process

Data Analysis

Incident Response

Team Leadership

Tools

Zendesk

Helpdesk Platforms

Documentation Systems

Job description

Jobtailor is seeking a CX Capacity Lead to plan and manage customer support capacity for campaigns and high-volume periods. You will build guidelines, routing logic, and contractor briefs while leading responses to incidents and escalations.

The role emphasizes data-driven decisions and collaboration with product, engineering, and payments teams. The ideal candidate has 3+ years in customer support with seniority beyond frontline, strong communication, and curiosity about AI-powered tooling.