Position Overview:

We are looking for an experienced Customer Experience Execution Lead (SME) to join our Australian team and drive operational excellence across customer service processes.

This is a specialised subject-matter expert role focused on strategic process ownership, system integrity, and technical quality assurance. You will serve as the primary expert on CX operations, optimising workflows and ensuring technical excellence without direct people management responsibilities.

We are looking for someone with deep expertise in CX systems and processes who excels at solving complex operational challenges, designing seamless workflows, and analysing data to refine service delivery.

Most importantly, you will help create a positive and accountable environment where the team enjoys coming to work, understands what is expected of them, and consistently provides our Australian and New Zealand customers with a great experience.

Day-to-day duties:

Technical Guidance & SME Support

• Serve as the primary Subject Matter Expert (SME) for complex CX queries, technical system escalations, and edge cases.
• Provide expert guidance to CX operational staff on technical insurance rules and workflow execution.
• Develop, maintain, and update internal knowledge bases, standard operating procedures (SOPs), and technical training documentation.

Customer Experience

• Ensure customers receive professional, friendly and efficient service across all customer communication channels.
• Assist the team with inbound calls, emails, chat messages and other customer service tasks during busy periods or when additional support is required.
• Take ownership of more complex customer queries and escalations.
• Assist with customer complaints and ensure they are handled professionally and escalated appropriately where required.
• Ensure missed calls, emails and customer messages are attended to within agreed service levels.
• Work closely with the claims teams to ensure customers are directed to the correct people and receive a seamless experience.

Performance & Reporting

• Monitor customer service activity and team performance across calls, emails and chat.
• Track relevant Customer Experience metrics and identify areas where performance or service levels can be improved.
• Provide regular feedback and reporting to the AU leadership team on team performance, customer trends and operational challenges.
• Monitor the quality of customer interactions and ensure communication remains accurate, professional and within the relevant processes and policy requirements.

Processes & Continuous Improvement

• Become an expert in the team's daily processes, systems, and products so you can provide confident support and guidance.
• Identify customer journey or process issues that may be creating unnecessary work or negatively affecting the customer experience.
• Take ownership of operational issues raised by the team and work with the relevant internal teams to find solutions.
• Escalate system or technical problems quickly and ensure the customer's immediate needs are addressed.
• Work with the wider AU and operations teams on process improvements, audits and other projects when required.
• Help maintain and improve customer service processes, templates and communication to ensure they remain practical and relevant.
• Look for simple ways to make the team more efficient without compromising the quality of service provided to customers.

Ideal candidates will:

• Have 3+ years of experience as a Team Lead in a customer service environment.
• Be a confident, hands-on leader who is comfortable getting involved in the day-to-day work of the team.
• Have excellent written and verbal communication skills.
• Have a proactive and practical approach to solving problems.
• Be highly organised and able to manage competing priorities in a fast-paced environment.
• Be comfortable using customer service metrics and reporting to understand and improve team performance.
• Be approachable, positive and able to build strong relationships with both team members and other departments.
• Be eager to learn our insurance products, systems and processes and become an expert on the topics.
• Embrace working Australian office hours from our Stellenbosch office.

Working Hours:

Monday to Friday: 12:00 AM - 08:00 AM

Working Australian office hours from South Africa isn't for everyone, but if you have the grit it takes, you'll find the international exposure, experience, environment and team make it worthwhile.

This is a full-time, office-based position in Stellenbosch.

Benefits:

• Competitive monthly salary depending on experience.
• Shift allowance.
• 21 days of annual leave, plus an additional day of birthday leave.
• Disability income benefit.
• Discount on salvaged bicycles, exclusive to our team members.
• Opportunity for international exposure, opening doors to diverse experiences and growth opportunities.