Customer Support Specialist & Head

Role Perspective:

As the Head of Customer Care, you will play a pivotal role in leading cross-functional efforts to prioritise customer outcomes, value, and experiences. Fostering a culture centred on customer satisfaction and success, you will recruit and nurture high-calibre executives, building a top-performing department that drives seamless customer journeys focused on maximising Total Customer Lifetime Value (TTV) and revenue generation.

About Us:
Dotcom Brands Pty Ltd – is a leading ecommerce company based in Australia & New Zealand, operating multiple successful ecommerce brands since last 10 years. Most of the ecommerce brands operate in home décor & furniture category. Dotcom Brands has severed millions of customers over the years in making their online buying experience more delightful.

About You:
You are a seasoned executive with a minimum of 3 years’ experience in senior leadership roles or as a full time customer support specialist, showcasing a successful track record in managing teams and cultivating a customer-centric culture. Your strategic acumen aligns customer needs with business objectives, leveraging data analytics to drive informed decision-making and foster transformative initiatives. Your commitment to operational excellence and advocacy for customer needs defines your leadership style. You are ready to get your hands dirty to pick up the phone to talk to customers, resolve issues, respond to tickets, and ensure all brand’s overall customer happiness & review score is above industry standards.

The Opportunity Awaits:
This is an unparalleled opportunity to shape and elevate our customer-centric focus. You will recruit and lead a team of high-calibre Relationship Managers, nurturing a top-performing department to drive seamless customer journeys, maximize Total Customer Lifetime Value (TTV), and optimize departmental efficiency through automation and strategic alignment. When applying for this job, please put email title as cabana. This role offers the chance to champion innovation, partnership, and transformational growth.

Key Responsibilities and Accountabilities:
•Develop and drive a comprehensive customer-centric strategy aligned with the company’s vision and goals.
•Lead cross-functional teams to prioritize customer outcomes, value, and experiences throughout the customer journey.
•Champion a culture centred on customer satisfaction, success, and advocacy across the organization.
•Build and nurture a top-performing department, ensuring employee engagement, satisfaction, and retention.
•Drive the development and optimization of seamless customer journeys across all functions, focusing on enhancing Total Customer Lifetime Value (TTV) and revenue generation.
•Establish proactive, replicable processes and playbooks to ensure consistently strong customer experiences and satisfaction.
•Implement strategies to optimize departmental efficiency, boosting productivity, automation, and self-service capabilities.
•Spearhead initiatives aimed at maximizing Net Retention through strategic alignment and proactive measures.
•Leverage technology to create digital capabilities, automate processes, and drive innovation to enhance customer experiences.
•Collaborate with IT and relevant teams to identify and implement technological solutions that positively impact customer satisfaction and retention.
•Foster strong partnerships and alignment with Sales, Finance, Operations, Marketing and other relevant departments to achieve unified customer-centric goals.
•Collaborate cross-functionally to ensure a consistent and cohesive approach in delivering exceptional customer experiences.
•Act as the conduit for customer feedback and insights, infusing the voice of the customer into all facets of the business to drive continuous improvement.
•Lead initiatives to analyse customer data, interpret trends, and implement improvements to enhance customer satisfaction and loyalty.
•Develop and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and revenue growth, guiding strategic decisions based on data-driven insights.
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

We invite passionate and qualified individuals to join our dynamic team, where innovation meets impact. If you are ready to contribute your skills and expertise to a thriving work environment, apply now and embark on a journey of professional growth and fulfilment. Your future awaits—let’s shape it together! To make an application:
– Send us a email / message on this platform with your CV.
– 45 to 60 seconds video, explaining why you should be hired.
– Screenshot of your internet speed.
– Picture of your work setup.