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About the Role
As the Customer Experience Team Leader, you will lead a team of Customer Experience Specialists, ensuring customers receive professional, responsive, and solution-focused support. You will coach and develop your team, oversee daily operations, manage customer escalations, and collaborate across departments to enhance the customer experience.
Responsibilities
- Lead, coach, and develop a high-performing team of Customer Experience Specialists.
- Drive a positive, collaborative, and customer-first team culture.
- Oversee daily customer service operations across phone, email, and CRM systems.
- Allocate workloads to ensure service levels and response times are consistently achieved.
- Conduct regular coaching sessions, one-on-ones, and performance reviews.
- Support recruitment, onboarding, and workforce planning.
- Manage complex customer inquiries and escalations, ensuring timely resolution.
- Work closely with Sales, Manufacturing, Supply Chain, and Operations to deliver seamless customer outcomes.
- Monitor team performance, customer feedback, and service metrics to identify improvement opportunities.
- Support CRM enhancements, continuous improvement initiatives, and future automation projects.
- Perform all other duties as assigned.
Requirements
- Experience leading a customer service, customer experience, or contact center team.
- A passion for coaching and developing people.
- Strong customer service and problem-solving skills with a solutions-focused mindset.
- Experience managing customer escalations and delivering positive customer outcomes.
- The ability to build strong relationships with internal and external stakeholders.
- Experience working with service level targets, KPIs, and operational reporting.
- Confidence using CRM systems and Microsoft Office applications.
- A continuous improvement mindset and the ability to identify practical ways to improve processes and service delivery.
Skills
- Customer Service
- Problem-Solving
- Leadership
- Coaching
- Team Development
- Customer Escalations Management
- Relationship Building
- CRM Systems
- Microsoft Office Applications
- Continuous Improvement
Location
- Australia
Work Type
- Full-time
Experience Level
- Leadership experience in customer service, customer experience, or contact center teams.
Benefits
- Competitive and robust total compensation and benefit packages
- Ongoing training, development, and career growth opportunities
- Access to Social Club
- Birthday Leave
About the Company
- Hunter Douglas is the world’s leading manufacturer of window coverings and a major manufacturer of architectural products.
- We have over 100 years of innovation, defining the industry with proprietary products that deliver revolutionary style and functionality.
- Our products are found in millions of homes and commercial buildings globally.
- Our dream is to become the fastest growing, most loved, window covering company in the world.