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about doshii
Customer Experience Manager
x15ventures
Customer Success and Operations
Sydney / Melbourne
The Opportunity
About Doshii
Doshii helps hospitality venues clear their plates by getting their apps and point-of-sale (POS) systems talking to each other. For venues, that means less double-handling, errors, admin and confusion and more time to do what they do best. For their customers, it means a satisfying and seamless experience.
Doshii was launched in 2016 and is proud to be a part of the Commonwealth Bank’s venture scaling business, x15ventures. Partnering with some of the best and brightest hospitality POS and app companies in Australia, we now boast a highly skilled, dedicated and rapidly expanding team based out of Sydney and Melbourne.
Role Overview
We are looking for a Customer Success Team Leader to assist in the continued growth and development of Doshii through activities which generate venue growth and retention, and customer satisfaction across Doshii’s products and services. You will be responsible for developing a positive customer experience that fosters relationships and supports brand loyalty. You will be leading a team of approximately 10, with 4 located internationally.
You will be reporting to the COO, operating as a working and hands-on team member within Customer Success and supporting a range of duties including:
Key Responsibilities
Ensure high-quality, accurate, and timely customer support, promoting satisfaction and retention
Establish and continuously improve procedures, toolkits, systems, and ways of working that support and enable the CS team in delivering superior customer service through accurate, professional, and timely support services with particular emphasis on Customer Onboarding; Venue Support; Complaint management and Product Feedback
Encouraging and fostering a culture of high performance, continuous improvement, and a customer-first focus at all times
Overseeing the improvement and maintenance of Customer Success’s comprehensive knowledge base to support (1) timely resolution of first line queries and (2) complex trouble shooting including the investigation and resolution of connectivity, middleware, web and mobile application issues
Setting OKRs and KPIs for the customer success team which aligns to business goals; customer outcomes and motivate staff. Along with monitoring, surfacing and reacting to trends and issues that arise
Forward planning for growth, demand, and capacity to ensure appropriate pro-active planning spanning: 24/7 support needs, Multi-disciplinary teams within CS, Professional services, Billing enquiries
Co-ordinating Incident Management processes to ensure timely resolution within SLAs
Managing onshore and offshore capacity and establishing quality standards and monitoring compliance with quality standards.
Core Business & Partnership Responsibilities
Build strategic relationships with partners to discover and deliver on their business needs and work collaboratively to resolve issues & challenges
Collaborating and engaging across all areas of the business to ensure that Customer Success requirements are being considered in decision making processes, quarterly planning, and product prioritization processes
Championing product features/developments internally that automate and alleviate customer success manual tasks that de-risk procedures
Advocating for Customers through the product design process; providing feedback to the Sales and Product teams; participating in product and technical discovery sessions to ensure products in the pipeline are fit for purpose
Maintaining and improving the extensive shareable knowledge base for Customers
Building Dashboards and reporting insights for the customer success function internally including reporting on CES and NPS
Supporting finance procedures such as accounts receivables, and finance controls
Experience
Proven experience in customer success or a related field with a focus on support services and team management
Brilliant communication and structured problem-solving skills
Demonstrable excellence in delivering exceptional customer experiences & continuous improvement
Strong mentoring and leadership skills, with experience in guiding, coaching, and developing team members
Proven track record in identifying and resolving incidents proactively
Ability to work collaboratively across all levels of management, in a fast paced, challenging product delivery environment
Experience in growing, leading, and managing a diverse customer facing team
Knowledge of modern Customer Service practices
Excellent interpersonal and communication skills, with the ability to build strategic relationships and advocate for customer needs.
Demonstrated ability to foster a high-performance culture and manage cross-functional teams
Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for!
Why Join Us?
Enjoy a flexible and dynamic startup environment
We nurture a safe space for our people to show up as they are!
Competitive salary and bonus structure
Opportunities for professional growth and development
Access to the best in class benefits that CommBank offers.
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
