21st April, 2026
An exciting opportunity exists to join a fast-growing, values-driven organisation operating within a dynamic and evolving industry. This is a pivotal leadership role, responsible for shaping and elevating the end-to-end customer experience while leading a high-performing customer support function.
This business is experiencing strong growth and is seeking an experienced leader who can bring structure, clarity and confidence to a busy environment. Someone who thrives on creating order, building capability in teams, and delivering exceptional customer outcomes.
About the Role
This is a hands-on leadership position where you will take ownership of the customer experience function, ensuring smooth day-to-day operations while also driving continuous improvement.
You will act as a key escalation point, support your team in navigating complex situations, and work cross-functionally to resolve challenges and improve processes. A strong focus will be placed on team development, operational efficiency, and using data insights to inform decision-making.
This role will suit someone who can step into a fast-paced environment, quickly assess priorities, and bring a calm, solutions-focused approach.
Key Responsibilities
- Lead, coach and develop a customer-facing team to deliver a high standard of service.
- Oversee daily operations, ensuring workflows are efficient and priorities are clear.
- Act as the escalation point for complex customer matters and drive timely resolutions.
- Analyse customer data, trends and performance metrics to inform improvements.
- Identify process gaps and implement systems to enhance efficiency and customer outcomes.
- Manage onboarding, training, and ongoing development of team members.
- Collaborate with internal stakeholders to resolve issues and improve the overall customer journey.
- Maintain and continuously improve knowledge bases, systems and processes.
- Monitor KPIs and service levels, taking proactive action where needed.
- Contribute to a positive, engaged and accountable team culture.
About You You are an experienced customer service or operations leader who is comfortable working in a fast-paced, evolving environment. You bring a balance of people leadership, process improvement and analytical thinking.
You are known for your ability to stay calm under pressure, provide clear direction, and build strong, capable teams.
Key Skills & Experience - Proven experience in a customer success or operations leadership role.
- Strong leadership capability with a focus on coaching and team development.
- Highly organised with the ability to manage competing priorities.
- Data-driven mindset with experience analysing trends and performance metrics.
- Confident problem-solver with a proactive and solutions-focused approach.
- Strong communication skills with the ability to influence and collaborate across teams.
- Technically capable and comfortable learning new systems and processes.
For more information and a confidential discussion, please contact Lauren Rodwell from The Shift People on 0431765837.
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