Senior CX Lead - Partner & Instructor Support (Hybrid)

Les Mills International; New Zealand; Hybrid; NZD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid workplace

Job summary

Les Mills International is seeking a Senior Customer Experience Lead for a fixed-term 12-month role in New Zealand. You will be the main contact for instructor, partner, and sponsored-athlete queries across channels, resolving issues from first contact to closure.

The role emphasizes escalations handling, process improvement, and cross-functional collaboration. You will design scalable support processes, mentor Tier 1 teams with training and playbooks, and track performance to drive

Qualifications

• 5+ years in customer support or customer experience, including hands-on handling of complex queries and escalations.
• Proven experience managing cross-functional programs or projects from planning through to delivery.
• Experience owning support processes, knowledge bases or service tooling.
• Background in fitness, wellness, or partnership and sponsorship programs is a bonus.
• Familiarity with CX and ticketing platforms and support analytics is a bonus.

Responsibilities

• Personally manage and resolve instructor, partner and sponsored-athlete queries across channels, from first contact through to resolution.
• Handle complex and sensitive escalations, working with the right teams to see issues through to closure.
• Own partnership-related inquiries and technical support, including access, code and fulfilment issues.
• Set the standard for response quality, tone and turnaround across the wider support team.
• Enable Tier 1 support teams through training, playbooks and knowledge management.
• Design and implement future-state support processes and a scalable operating model.
• Track and report on support performance, using data and customer insight to drive improvements.
• Act as the central liaison between Customer Support, Partnerships, Marketing, Digital, Technology, Operations and regional teams.
• Represent the Voice of the Instructor in planning and leadership discussions, and spot operational and customer experience risks early.

Skills

Customer experience leadership

Escalation management

Cross-functional collaboration

Process improvement

Data-driven decision making

Job description

Les Mills International is seeking a Senior Customer Experience Lead for a fixed-term 12-month role in New Zealand. You will be the main contact for instructor, partner, and sponsored-athlete queries across channels, resolving issues from first contact to closure.

The role emphasizes escalations handling, process improvement, and cross-functional collaboration. You will design scalable support processes, mentor Tier 1 teams with training and playbooks, and track performance to drive