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Form of workAbout Us
Join BoxBrownie.com, a trailblazing tech company on the Sunshine Coast, as we revolutionise the real estate industry with our innovative services. With over 180,000 customers across 114 countries, we're committed to delivering exceptional visual marketing solutions. As we continue to grow and introduce cutting-edge offerings like our SnapSnapSnap photography app, we're seeking a dynamic Head of Customer Service to elevate our customer support and contribute to our global success.
About the Role
As the Head of Customer Service, you'll be instrumental in shaping and leading our Customer Service strategy to ensure outstanding service delivery and customer satisfaction. You will be leading remote teams across multiple countries and time zones, overseeing the efficient delivery of outstanding service solutions.
This pivotal role involves:
- Developing and implementing a comprehensive Customer Service strategy that aligns with our company values and meets the evolving needs of our global customer base.
- Leading and empowering a diverse Customer Service team, fostering a culture of excellence, accountability, and continuous improvement.
- Establishing and monitoring key performance indicators (KPIs) to gauge service effectiveness and drive performance enhancements.
- Collaborating with cross-functional teams to ensure a seamless customer experience, from onboarding to ongoing support.
- Crafting and overseeing a robust quality assurance program to uphold our standards of consultative Customer Service across all communication channels.
- Managing stakeholder relationships and working closely with the Training & Development team to create impactful onboarding and ongoing training initiatives.
About You
To excel in this role, you should possess:
- A minimum of 5 years of leadership experience in Customer Service, with a track record of managing multicultural teams.
- A customer-centric approach, adept at problem-solving and implementing innovative solutions.
- Strong analytical skills, with the ability to interpret data and trends to inform strategic decisions.
- Excellent communication and interpersonal skills, capable of nurturing relationships across various levels of the organisation.
- A flexible and adaptable mindset, comfortable working in a fast-paced and dynamic environment.
Desirable Experience/Qualifications:
- Experience in the real estate or Proptech industry is highly advantageous.
- Global Customer Service or contact centre experience is a significant plus.
What We Offer:
- A role with significant impact and visibility in a rapidly growing tech company.
- Flexible work arrangements, including hybrid and remote options with work from home split, to support work-life balance.
- A vibrant and supportive team culture, with regular team events and opportunities for professional development.
- Competitive salary and benefits package, commensurate with experience and qualifications.
If you're passionate about leading a team to deliver exceptional Customer Service and are excited about the opportunity to contribute to our global growth, we'd love to hear from you. Please submit your resume and a cover letter highlighting your relevant experience and what makes you the ideal candidate for this role.
Apply now and join us on our mission to redefine the real estate visual marketing space!
