Group Customer Experience Leader | AI, Automation & CX Strategy

Austin Group; Melbourne; Hybrid; AUD 130,000 - 180,000; Full time

Benefits offered by this job

Competitive salary package

50% discount across GAZMAN, Perri Cutt

Cable for yourself and immediatefamily

Free onsite parking at Malvern office

Work from home every Friday

Invest in ongoing professionalTraining

Collaborative team environment

Recognition of achievements

Job summary

Austin Group is seeking an experienced Group Customer Support Manager to lead our customer support function across all Austin Group brands from our Melbourne area. You will elevate the function from a traditional service team into a strategic CX capability.

Reporting to the General Manager - Digital & Customer, you will drive operational excellence, technology optimisation, automation and AI innovation while delivering exceptional customer experiences across every interaction.

Qualifications

• 5+ years leading Customer Support or Customer Experience teams.
• Experience with omnichannel operations.
• Proven leadership, coaching and stakeholder management.
• Strong data-driven decision making.
• Experience implementing automation and AI initiatives.
• Familiarity with Zendesk or similar platforms.
• Experience with Shopify and ERP systems.

Responsibilities

• Develop and execute Austin Group's customer support and customer experience strategy.
• Lead and inspire a high-performing Customer Support team.
• Drive service excellence across all customer touchpoints and brands.
• Identify customer pain points and partner with stakeholders to implement meaningful improvements.
• Own customer service KPIs including CSAT, SLA performance, response times and first contact resolution.
• Lead the optimisation of Zendesk and customer support technologies.
• Develop and implement automation, AI and self-service initiatives that enhance customer experience and efficiency.
• Deliver customer insights and recommendations to senior leadership teams.
• Drive process improvements that reduce customer enquiries and improve business performance.

Skills

Leadership

Omnichannel Operations

Data Analytics

Stakeholder Management

Zendesk

Shopify

ERP Systems

Automation & AI

Coaching & Mentoring

Tools

Zendesk

Shopify

ERP Systems

Job description

Austin Group is seeking an experienced Group Customer Support Manager to lead our customer support function across all Austin Group brands from our Melbourne area. You will elevate the function from a traditional service team into a strategic CX capability.

Reporting to the General Manager - Digital & Customer, you will drive operational excellence, technology optimisation, automation and AI innovation while delivering exceptional customer experiences across every interaction.