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Customer Services Manager

Kit

Customer Success and Operations

Sydney / Melbourne

The Opportunity

Who we are 

Hi, we’re Kit, part of x15ventures. We’re like nothing you’ve ever seen before. Here to shake up the financial services landscape by delivering customers exciting new digital solutions.  

And what sets us apart? We’re combining the best of enterprise and start up. Leveraging CommBank’s strength, security standards, customer base and brand to deliver ground breaking stand-alone digital businesses.  

Kit is a team that has developed a children’s pocket money app that is improving financial literacy. We have over 60,000 users and growing fast! 

 

We’re also CommBank 

At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work.

Together we can achieve great things.

The Role

In this role you will apply your excellent communication and management skills to provide high quality service and support to our customers by  managing a small customer care team that deals with customer general enquiries, complaints and support requests. 

 

You will work closely with our product, engineering and marketing teams to ensure the Customer Care team and providing timely feedback from customers and that our servicing of them continues to exceed expectations as new app features and promotions are introduced.  

 

You will be: 

Inspiring, coaching and supporting a team of Customer Service Specialists to deliver outstanding experience to customers 

Manage a number of customer channels including email and in-app chat to help customers with whatever they need  

Working with a collaborative team, that wants your input into the ongoing development of our customer product, app and back office systems and processes.   

 

Please note that we are a national business, based in Sydney. To provide timely support to our customers our team works weekends, some public holidays and outside business hours some of the time. In this role you may from time to time need to assist or support the team at these times bit on an as-needed, ad-hoc basis.  

 

We work out of CBA’s office in South Eveleigh but also support remote working for part of the week. 

You will report to the Head of Risk, Compliance & Operations.  

Your responsibilities

You will manage a team of 3 customer care, not limited to coaching, developing and reviewing performance 

You will monitor and report on the team's operational performance against SLAs and KPIs 

You will be an escalation point for complaints and fraud matters 

You will own the assets used by the team including systems, templates, FAQs, standard operating procedures 

You will facilitate quality assurance reviews and activities to identify training needs 

You will oversee a data quality framework across systems and ensure the team address discrepancies as required 

You will regularly report and present feedback on customer enquiries to the product and engineering teams to improve the customer experience and the Kit app 

What you’ll need to be successful in this role 

3+ years in a customer support/service or customer-facing role and ideally 12+ months in a supervisor or manager capacity 

Ideally, experience working with startups/ early stage ventures and/or financial services and products 

Focused on driving strong customer outcomes  

Ideally, experience of dealing with know your customer verification processes and fraud events 

You are effective in inspiring and coaching others to meet your high standards of customer care. 

You thrive in and can lead your team through the ambiguity, change and pace that comes with working in a start up 

You are an expert in fostering a culture of innovation and collaboration in your team and across the organisation 

You are adept at identifying and acting on opportunities for systemic improvement in systems and processes. 

You have a good understanding of the regulatory framework for financial products, and a strong risk management mindset. 

Highly organized and diligent 

Naturally curious and willing to learn  

Great at problem solving 

Highly collaborative and good with managing competing priorities 

Attention detail and experience using data and reporting to monitor and manage a teams performance against SLA 

Good communication and presentation skills to summarise and articulate performance and customer feedback to broader team and management  

Exceptional team player and desire to join a high achieving team 

What's In It for you?

We offer flexible work options to support your well-being.

We pay generous equal parental leave because family is hugely important.

Generous perks - Including staff discounts on a variety of brands & financial products.

Working side by side with leadership, making big decisions, and solving important challenges in this tech-centric venture.

You can choose your own adventure with access to communities of practice and development opportunities where you can learn from and grow with others. 

We value a diverse range of backgrounds and ideas and know this is fundamental for our future success.   

So, if you have the curiosity to learn and the willingness to teach what you know, we’d love to hear from you. 


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.

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Customer Services Manager

© 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.

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© 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.

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