Head of Customer Success and Operations


Head of Customer Success and Operations, Home-in, x15ventures (12 month parental leave cover)

  • You’re a customer centric and outcomes focused people leader
  • Our team drives operational excellence and exceptional customer service
  • Together we’re transforming the property purchase experience across Australia

Home-in is looking for an experienced Customer Success and Operations leader  to continue to build out the right processes and people to drive our business forward. This is a fast-growing team and we are looking for someone who can foster our culture of productivity, collaboration and customer care.

Who are we?

We’re Home-in and we are on a mission to simplify the experience of buying property.

While buying property is exciting, it can also be time-consuming, complex and stressful. There’s conveyancing, building and pest inspections, making an offer, liaising with your lawyer, lender and real estate agent…. and that’s just the beginning! What if all of this could happen in one place and you could be guided through the required steps to purchase your home using an intuitive, easy-to-follow checklist?

Enter Home-in. We provide you with a central hub featuring everything you need to buy a property so that you can purchase with confidence. We are the first of our kind and we are proudly transforming the property purchase experience across Australia.

What’s more, Home-in is proudly part of x15ventures – a dynamic venture-scaler, powered by CommBank.

The opportunity

As Head of Customer Success and Operations you will help design the strategy and execution of our Customer Success and Operations functions. This will mean a dual focus on operational efficiency and compliance as well as a commitment to best-in-class customer service. Your approach will enhance our customer centric performance culture and you will engage and develop our team through effective on-boarding and leadership ensuring we meet all operational business requirements and efficiently manage costs. The role co-ordinates and delivers outcomes consistent with compliance and customer objectives, focusing on the goal of increasing market share and promoting Home-in.

This role reports to the Managing Director – Home-in.

Key responsibilities:

  • Business Operations and People Management
  • Risk Management, Quality Assurance and compliance
  • Operational Performance, Change Management, Continuous improvement

What you’ll need to be successful in this role:

  • Significant experience leading an operations function across a customer support team
  • Previous experience with customer support policies, customer interaction and customer support systems
  • Service request management experience
  • A risk-focussed mindset
  • Outcomes focused and a go-getter with strong problem solving skills
  • Strong stakeholder, team management and people leadership experience.
  • Ability to juggle multiple competing priorities in order to drive the business forward
  • Comfort with ambiguity and the changing landscape that comes with working in a startup!

Other things to keep in mind

  • Flexible work options to support your well-being in the role
  • Generous equal parental leave - understanding there’s more to life than work
  • We celebrate an authentic team culture and promote collaboration, innovation and general mucking in
  • You can choose your own adventure, with amazing development and career progression programs to help you grow

We support hybrid working and have a beautiful base at South Eveleigh - a brand new state-of-the-art precinct that is part of Sydney’s wider technology community.

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!

Learn more about Life at x15 and the people that fuel the ship

Learn About Life at x15