Online Customer Experience Lead

Billini; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Billini is seeking an Online Customer Experience Manager in Sydney to own the customer service experience across our online stores. You will lead the CX team, set the standard for interactions across phone, email and live chat, and partner with product and marketing to elevate the customer journey.

Based in Wetherill Park with a fast-growing fashion footwear brand and sister eyewear venture, you will drive process improvements, coach staff, and turn customer insights into strategic actions that

Qualifications

• Leadership experience in customer service teams.
• Proven track record of improving CX KPIs.
• Strong knowledge of brand voice and product experience.
• Ability to coach and train staff across channels.

Responsibilities

• Lead and develop the Customer Experience Team to deliver exceptional service.
• Set and maintain escalations, response times, and quality across phone, email, and live chat.
• Shape the customer journey and ensure consistent on-brand interactions.
• Collaborate with cross-functional teams to translate customer insights into actions.

Skills

Leadership

Customer service

Coaching

Performance management

Brand alignment

Stakeholder collaboration

Conflict resolution

Tools

CRM software

Live chat tools

Email support platforms

Job description

Billini is seeking an Online Customer Experience Manager in Sydney to own the customer service experience across our online stores. You will lead the CX team, set the standard for interactions across phone, email and live chat, and partner with product and marketing to elevate the customer journey.

Based in Wetherill Park with a fast-growing fashion footwear brand and sister eyewear venture, you will drive process improvements, coach staff, and turn customer insights into strategic actions that