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Customer Experience Support Lead

  • LocationSydney, NSW 2000
  • Work TypeFull time
  • Positions1 Position
  • Published At:4 months ago
  • Customer Service
  • Team Leader
  • Customer Experience
  • Job no: YAA9T
  • Category: Customer Experience, Team Leader
  • Form part of a close knit and collaborative customer experience leadership team
  • Take advantage of our employee discount and PAWrental leave

Customer Experience Support Lead

At Pet Circle, we want to create a world where pets and their families are healthy, happy and spend more time together. Over the past ten years, we’ve scaled to become one of Australia's Top 5 eCommerce companies and the No.1 player in the Online Pet industry. We will accelerate our growth as we continue on our mission to disrupt the way that pet parents discover and shop for the products they love. 

The pet industry is booming (it’s a $15billion dollar industry!) and pets are holding bigger spaces in our hearts and homes than ever before. Online penetration of the pet industry is going to grow exponentially in the next 5 years. This is a unique opportunity in your career to be part of our exceptional growth story!

Founded and headquartered in Sydney, our team is now 450 people strong and are based across Australia, New Zealand and the Philippines.


Key Responsibilities: 

CX Data, Reports and Insights

  • Ensure effective use of operational analytics to proactively monitor, forecast, and identify trends in QA and operations functions
  • Deliver accurate and insight-led weekly reports to Management on team KPIs, highlighting roadblocks and providing solutions 

CX Tools

  • Owner and expert of our CX tools 
  • Ongoing tools maintenance

Quality Assurance 

  • Management of Quality Assurance team
  • Maintenance of QA resources and reporting in support of the QA team
  • Contribute to long term strategy of QA function and provide guidance on best practice for engagement with the wider CX team

Lead BOH and CS Operations teams 

  • Ensure operational excellence and continuous improvement in operations teams 
  • Lead consistent review of each function to ensure appropriate headcount, procedures and resources

CX Projects

  • Execute elements of wider business projects within the CX function 
  • Work collaboratively with other functions on both CX and broader business projects to provide context and support 

Team Leader

  • Day to day management of direct reports to deliver KPIs in a remote, dispersed contact centre environment. 
  • Train, coaching and support the team of direct reports to deliver efficient, effective performance
  • Directly handle escalated customer requests, providing best-in-class customer service
  • Flex to assist CX frontline when required as directed by management 
  • Maintain a strong and positive team culture within your function 
  • In your role as a leader in the Customer Experience team, you will seek to create a positive, high performance remote work environment and motivate your peers and team. 

What Success Looks Like:

  • Best in class QA function to drive quality of customer service 
  • Tools, processes and frameworks to optimise performance of the CX function (team productivity, quality, SLAs and loyalty metrics) 
  • Efficacy of customer insights and recommendation provided to other functions to improve the overall customer experience at Pet Circle
  • Optimised processes and procedures for operations functions in support of the wider CX team 


Ideal Candidate 

  • You will have your own IT hardware (laptop, monitor, reliable internet connection, ergonomic set up)
  • Experience managing a highly autonomous, dispersed / remote team including frontline, BOH and QA. Demonstrated experience driving accountability & results in a remote, target based environment
  • Held a leadership role with a brand renowned for delivering world class customer experience
  • Experience within a QA function
  • Deep understanding of Customer Experience discipline from previous roles
  • Excellent people leadership skills and committed team player  
  • Entrepreneurial and a self-starter - Thinking outside the box to propose improved ways of working, and driving decisions. 
  • Humble, practical, can-do attitude - Not afraid to roll up your sleeves and do the groundwork associated with building a new team and model
  • Logical, numerate and leads with insight - You understand the drivers of CX, and can easily get your head around metrics to understand issues, opportunities and provide insights. 
  • Naturally energetic and enthusiastic - You inspire and motivate those around you

Other Benefits of Working at Pet Circle

  • Make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action
  • Invest in you: Accelerate your career through our learning & development opportunities - think learning tools, stretch projects, focus groups, secondments and other internal mobility opportunities!
  • We value wellbeing: We’re here to support you in times of need with our Employee Assistance Program. Team hybrid working arrangements also enable you to balance collaboration with home and family commitments.
  • Pet better: Take advantage of our employee discount, product sample giveaways and PAWrental leave for your furry family
  • Help us to give back: Join us on our animal welfare mission: we donate 10,000kg of pet food and supplies per month to pet shelters and support through our communities through team charity volunteer days
  • Published on 05 Aug 2021, 8:10 AM