Job Description
The Customer Operations Manager Voice Team is responsible for leading and managing the inbound customer support team, ensuring fast, effective resolutions to customer issues in a fast-paced environment, and driving continuous improvement in customer experience.
Key Responsibilities
- Lead and manage the Voice team handling all inbound customer calls.
- Build and support a high-performing, well-supported customer support team.
- Use data to monitor team performance, identify issues, and implement improvements.
- Ensure customers receive fast, clear, and effective resolutions to their issues.
- Collaborate with the Customer Operations leadership team to drive customer experience enhancements.
Requirements
- Proven experience in leading and managing a customer support or operations team, with the ability to build a high-performing and well-supported team.
- Strong leadership skills with the ability to lead from the front and motivate team members.
- Operational ownership experience, including using data to understand performance, proactively identify issues, and implement continuous improvements in customer support processes.
- Experience managing inbound customer calls in a fast-paced, high-impact environment where customers often reach out with urgent or complex issues.
- Excellent communication skills to ensure customers receive fast, clear, and effective resolutions.
- Ability to work flexibly between office and home, with a preference for candidates based in Melbourne, Australia, with full working rights.
- Permanent full-time availability to work in Melbourne CBD or remotely as per flexible arrangements.
- Experience in a customer-facing role involving real-time support or frontline customer experience management is preferred but not explicitly stated as mandatory.
- Ability to analyze performance data and proactively work with the team to improve customer support quality and efficiency.
- Willingness to participate in a structured hiring process including screening interview, video meetings, take-home case study, panel interview, in-person meeting, and final interview.
Benefits & Perks
Permanent full-time role
Flexible work arrangement between office and home in Melbourne
Work in a fast-paced, high-impact environment
Opportunity to lead and build a high-performing team
Be part of a purpose-driven, diverse, and inclusive culture
Work with innovative products in renewable energy and home battery automation
Potential to contribute to environmental impact and sustainability
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