Customer Experience Team Lead at Brighte

Customer Experience, Full Time, Permanent, Sydney, NSW sydney full-time
Posted 13 days ago

Brighter Together

At Brighte, we believe every Australian deserves access to a sustainable and comfortable home. How do we help Australian’s achieve this? We build innovative mobile and web platforms, responsible and seamless financial solutions, and relationships with customers and vendors that last. Our addressable market is massive and rooted in a positive mission that empowers Australian’s and the growing and critically important sustainability market. 

We have been recognised for our incredible work in diversity and inclusion and have a leadership team that is passionate about building a high performing culture where people feel a sense of belonging. If you’re keen to work for a mission-driven company, with smart people who live and breath Brighte’s values, have a read below.

What you'll do

This is a newly created role that will have a huge impact on Brighte's customers. The Customer Experience Team Lead will partner with Support, Product, Engineering, and Sales teams at Brighte to understand all the things we can do to improve the customer experience. Creating and maintaining feedback loops from our customers to our internal teams is important for this role as we are constantly looking to grow and improve at Brighte.

You will work with the Operations leaders to understand where we need to have a hands-on, personal approach and where we can automate and scale our processes to solve customer problems in the best way possible. You'll have the freedom to investigate themes in the Brighte's customer experience and think creatively on how to improve them.

You will lead, coach, and mentor the Customer Support and Experience team. By providing training, goal setting, feedback, and an environment to grow, you will help them level up in their careers. The team connects with customers via phone, email, and chat and this role looks after the day to day operations. You'll collect the data from the team and use it to understand how to improve to the customer experience overall.

Who you are

  • You are a people leader who believes an exceptional customer experience is the bedrock of a healthy business.
  • You've got examples of how you've taken a broken process, made it seamless, and can articulate the ROI behind it.
  • You've got experience leading, coaching, and mentoring customer support teams. As a leader, you truly care about the human side to management.
  • Hiring and onboarding new team members is something you do very well.
  • You set the example for your team when it comes to active listening, understanding customer pain points and taking action.
  • You're not afraid to get on the phones to help with escalated customer challenges. You often use this as a coaching opportunity for the team.
  • You are passionate about helping other succeed. Whether that is the customer or your team.
  • You've got experience using data as a guide to make decisions, whether it's to coach a member of the team or changing a way of working.
  • You're someone who doesn't need to be told what to do. You prefer to have the autonomy to solve the problems you know are the biggest priority with little guidance from your leaders.
  • You love feedback on your own performance. You seek it out from your team, leaders, and peers.
  • Why Brighte

  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support. 
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle in to work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
  • We’re a high performing team and proud to be backed by investors who believe in our mission and the opportunity we have ahead of us. Airtree Ventures, Mike Cannon-Brookes’ Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital as well as Qualgro Partners continue to help us scale our teams and products. 

    We’re recognised as one of Australia’s leading fintech companies, having been ranked the 6th fastest growing Technology Business in Australia in the Deloitte Fast 50/500 (2020) and winning the inaugural Finder Green Award (2020). We’ve also been recognised as a leading FinTech by the Australian Financial Review, Fintech Business Awards and KPMG.