Introduction Why Blueberry? At Blueberry, delivering great service isn’t just about answering questions, it’s about building relationships, solving real problems, and creating trust from the very first interaction. Our Customer Experience team is a huge part of that, and now we’re looking for a strong, supportive leader to help them level up. As a Customer Experience Team Lead , you’ll guide our CX team with empathy, accountability, and process smarts. From coaching individuals to improving systems, you’ll shape how we serve, and how our clients feel every step of the way. Description About the Role We’re looking for a people-first Customer Experience Team Lead will lead Australia's service and onboarding teams, managing workflow allocation and implementing best practices to ensure exceptional service delivery standards. Note: At Blueberry, moving with purpose means showing up, connecting, and building momentum together. This role is based onsite in Sydney, Monday to Friday, where the real magic happens. How You’ll Make an Impact Manage and mentor a growing team of Customer Service Officers and Client Onboarding Specialists Handle escalated issues and support resolutions in a timely, professional manner Conduct regular QA checks and deliver constructive coaching Monitor workloads and adjust processes to improve service delivery Analyse CX trends and turnover to support retention and onboarding strategies Collaborate closely with compliance to keep all processes in top shape Assist in scheduling and performance planning with the Global Head of CX Provide clear reporting and insights to improve client satisfaction Maintain a high standard of service across all client touchpoints Skills And Experiences Who We’re Hoping to Find 2 years of experience leading customer service or call centre teams Experience developing high-performing, accountable teams Excellent communication skills Strong experience with Salesforce , Playvox , LiveChat , or other CRM tools Skilled in performance reporting, feedback, and coaching Strong problem-solving mindset and high attention to detail Able to manage shifting priorities with calm and clarity Passionate about leadership, team building, and CX excellence Extra points if you have Experience in Financial Services, Banking, or Trading Exposure to onboarding or KYC-related customer operations
