CX Readiness & Response Manager – Incident & Surge

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

• Plan and prepare CX capacity ahead of campaigns, launches, and anticipated 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 and route underlying issues
• Build and improve processes, workflows, and AI-assisted tools
• Design incident response playbooks, communication templates, and escalation paths
• Prepare CX capacity, messaging, guidance, and contractor readiness for campaigns and launches
• Build flexible capacity models, operational trackers, and documentation systems
• Follow incidents and surges through to resolution and improve processes after each event

Requirements

• 3+ years in customer support, with experience beyond the frontline as a senior agent, escalations specialist, subject matter expert, or team lead
• Track record of coordinating people and outcomes across teams without formal authority
• Strong written and verbal communication skills
• Experience using data to understand workload, track customer outcomes, and identify where attention is needed
• Genuine curiosity about AI and operational tooling, with experience using these tools to improve work
• Experience in consumer tech, fintech, payments, or a high-volume marketplace environment is advantageous
• Familiarity with Zendesk or similar helpdesk platforms is advantageous
• Exposure to incident response, contractor coordination, or distributed team management is advantageous
• Experience building operational processes or workflows from scratch is advantageous

Core Competencies

Demonstrates expertise in customer experience management, operational process improvement, and team coordination, with a strong focus on data-driven decision-making and AI-assisted tools. Proven ability to lead incident responses and manage contractor teams effectively in high-volume environments.

Highest-signal resume keywords

• Customer Support Experience
• Operational Process Improvement
• Data Analysis for Workload Management
• Incident Response Coordination
• Team Leadership Without Formal Authority

Hard Skills

• Process Improvement
• Workflow Development
• Data Tracking
• Incident Response
• Capacity Planning
• Contractor Management
• Routing Logic
• Escalation Path Design
• AI-Assisted Tools
• Operational Tracking

Soft Skills

• Strong Written Communication
• Strong Verbal Communication
• Curiosity About AI
• Team Coordination

Industry Keywords

• Consumer Tech
• Fintech
• Payments
• High-Volume Marketplace

Tools & Technologies

• Zendesk
• Helpdesk Platforms
• Operational Trackers
• Documentation Systems