Group Customer Experience Leader: AI, Automation & Strategy

Austingroup; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Generous product allowance

50% discount across brands

Job summary

Austingroup is seeking a Group Customer Support Manager to elevate our customer support to a strategic CX capability across all brands. You will lead a high-performing team, drive service excellence, and partner with stakeholders to implement improvements that deepen customer satisfaction.

You will shape omnichannel operations, manage KPIs, and oversee Zendesk and related technologies while driving automation and AI initiatives that boost efficiency and customer outcomes.

Qualifications

• 5+ years leading Customer Support or Customer Experience teams.
• Strong omnichannel operations experience.
• Proven leadership, coaching and stakeholder management.
• Data-driven with strong analytical and commercial acumen.
• Experience driving change and process improvements.
• Exposure to Zendesk or similar platforms; experience with Shopify/ERP systems.

Responsibilities

• Develop and execute customer support and customer experience strategy.
• Lead and inspire a high-performing customer support team.
• Drive service excellence across all touchpoints and brands.
• Identify pain points and implement improvements with stakeholders.
• Own CSAT, SLA, response times and first contact resolution metrics.
• Lead optimization of Zendesk and related technologies.
• Develop automation, AI and self-service initiatives.
• Provide insights and recommendations to senior leadership.
• Drive processes to reduce enquiries and improve performance.

Tools

Zendesk

Shopify

ERP systems

Job description

Austingroup is seeking a Group Customer Support Manager to elevate our customer support to a strategic CX capability across all brands. You will lead a high-performing team, drive service excellence, and partner with stakeholders to implement improvements that deepen customer satisfaction.

You will shape omnichannel operations, manage KPIs, and oversee Zendesk and related technologies while driving automation and AI initiatives that boost efficiency and customer outcomes.