This role is responsible for leading the day-to-day performance of the customer support function, ensuring exceptional service delivery, overseeing internal processes, and helping the team consistently hit quality, experience, and performance benchmarks. The CX Manager works closely with the COO and wider operations team to ensure that every customer receives a smooth, supportive, and effective experience. What you will be doing Own and lead the performance of the customer support function across remote operations Monitor call, email, and chat quality — coaching team members and raising the standard across all channels Identify customer pain points through trends, complaints and feedback; work with relevant teams to improve outcomes Support frontline team leaders with training, performance management, and CX best practice Manage the CX playbook and help evolve systems and processes as the business grows Provide data-driven insights and reporting to the COO on team performance, volume trends, and escalation themes Champion a customer-first culture across the broader team — even in back-end operational decision-making Assist the COO with ad hoc strategic and operational projects (e.g. tool rollouts, process redesign, vendor reviews) Coordinate training content, documentation, and onboarding guides as needed Provide input on workforce planning, QA, and resource allocation as the business scales What’s in it for you… An attractive salary package is available, along with the opportunity to work with a company that values family, integrity and respect. There are WFH options and flexibility with start and finish times. Do you have what it takes To succeed in this role you will have: Essential skills: Clear, confident communicator who can adjust their tone for customers, team members, and stakeholders Able to stay calm and make smart decisions under pressure, especially when things don’t go to plan Comfortable juggling multiple priorities at once and knowing how to move things forward without a lot of hand-holding Highly organised with a strong bias for action — you know how to spot a problem, come up with a fix, and make it happen Confident with systems and tech — quick to learn new tools, and comfortable working across multiple platforms at once Commercially aware and numbers-driven — you understand how good CX impacts revenue, retention, and brand reputation Passionate about people — creating an environment where feedback is welcome, performance is supported, and the team is set up to succeed Experience: 3 years in a customer service leadership role (contact centre, CX team, or remote support environment) Demonstrated experience driving performance improvements across service teams Strong operational mindset, with experience working cross-functionally to solve customer pain points Experience in storage, property, SaaS, or other remote-led customer service models is a bonus Don't hesitate - apply today or email your resume to kimberley@majerrecreuitment.com.au
