Customer Operations Lead

CUSTOMER OPERATIONS LEAD
We’re on the hunt for an experienced Customer Operations Lead to join and exciting tech business that is startup that’s – They have “started up” now scaling up!
  
This role is perfect for someone who’s been through Series A or B growth and knows the operational growing pains of a scaling startup. You'll bring that experience to help us design processes, implement KPIs, and ensure that every part of the Customer Service and Operations journey runs like a well-oiled machine.
  
CUSTOMER OPERATIONS LEAD ROLE

• Process building and refining – Design and implement scalable processes, especially around onboarding and case routing. Spot gaps and fix them before they become issues.
• Hands-on problem solving – Whether it’s sifting through customer queries or shadowing the CS team, you’ll dive in to really understand what’s working (and what’s not).
• Zooming out to zoom in – Take a step back to assess the full customer journey across Customer Support and Customer Ops. Then get into the details to fix pain points and improve efficiency.
• KPI implementation and reporting – Define and embed operational metrics and dashboards that help the team stay aligned, focused, and high-performing.
• Collaborative improvement – Work alongside the VP of Customer Operations, to create a seamless experience for customers.

  
CUSTOMER OPERATIONS LEAD MUST HAVES

• Proven Customer Operations experience in a Series A or B startup environment.
• Experience building and rolling out processes and KPIs across Customer Support and Operations teams.
• A builder’s mindset – you’re motivated by creating structure in fast-moving environments.
• Great with systems and tools – you know what tech stack works best at each stage of scaling.
• Not afraid to get your hands dirty — you're comfortable diving into the weeds to figure things out.
• Excellent communication and collaboration skills. You know how to bring people with you.

 
If you feel that you fit the above criteria, then please apply today by submitting your CV to us. Please note that due to the high volume of applications that we receive only successful applicants will be contacted. For information on how we process personal information please refer to our website: How We Use Your Personal Information
  
 At Australasian Recruitment Company we are committed to an Equal Opportunities policy and make employment decisions by matching business needs with the skills and experience of candidates, irrespective of age, disability (including hidden disabilities) gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.