Telco Customer Experience Manager — Lead 50+ Team

EBR Ever Better Recruitment; Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Autonomy over portfolio

Exposure to startups

Competitive package

Job summary

CRIS is seeking a Customer Service Manager to oversee a large, fast-paced customer service team within a major telecom client. You will drive customer experience improvements, lead escalation handling, and coordinate with Marketing, Operations and Product to deliver impactful releases.

The role emphasizes ownership of team growth, performance KPIs, and a passion for disruptive technology in a dynamic start-up environment. The position offers autonomy and a competitive package.

Qualifications

• Demonstrated leadership of large customer service teams
• Track record of improving CSAT and other KPIs
• Experience with escalations and queue management
• Familiarity with CRM tools like Zendesk and Zopim

Responsibilities

• Lead the team to improve Customer Experience & Satisfaction to ensure KPIs are met
• Set action plans for continuous team growth
• Train staff on new features, campaigns and product improvements
• Collaborate with Marketing, Operations and Product departments
• Drive success across multiple projects

Skills

Leadership

Team management

Customer service

KPIs & CSAT

Communication

Escalations

Tools

Zendesk

Zopim

Job description

CRIS is seeking a Customer Service Manager to oversee a large, fast-paced customer service team within a major telecom client. You will drive customer experience improvements, lead escalation handling, and coordinate with Marketing, Operations and Product to deliver impactful releases.

The role emphasizes ownership of team growth, performance KPIs, and a passion for disruptive technology in a dynamic start-up environment. The position offers autonomy and a competitive package.