Job Description
We'rehiring a Director of Customer Experience (SaaS)
n
Hybrid working: 2 days in office, 3 days WFH
n
Competitive salary package+ company stock (RSUs)
n
We'rea fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond.
n
Our platform helps care providers deliver exceptionalservicein homes, communities, and residential settings.
n
We'rebig on Tech with Purpose and passionate about improving lives while building strong software, strongteamsand better outcomes for customers.
n
The Role
n
We're looking for an experienced customer experience leader who brings strategic clarity, calm leadership and a bias for action to the table.
n
Reporting to the VP Customer Operations, you'll lead our Support team across four functional streams in ANZ. This is a pivotal role for someone who can balance the big picture with hands‐on leadership: stabilising the team, increasing engagement, developing junior managers, and stepping in to own critical customer escalations when it matters most.
n
You'llalso set the future Support strategy and transformation roadmap, including how we responsibly adopt AI,automationand self-service to support more customers without simply adding headcount. This is not a BAU leadership role-you'llhelp define the future operating model for a growing global SaaS business.
n
Your days will involve:
n
n
Leading, coaching and motivating a Support team across four functional streams, creating clarity around priorities, operating rhythms, accountability and team health.
n
Setting the future Support strategy and transformation roadmap, translating AI and automation opportunities into practical improvements to the operating model, customer journey and employee experience.
n
Stabilising the team, increasing engagement and strengthening retention through clear expectations, consistentcommunicationand thoughtful change leadership.
n
Managing,



coaching and mentoring junior managers, building leadership capability and supporting their growth.
n
Owning customer escalations through to resolution, building trusted stakeholder relationships and communicating clearly during high‐severity or critical incidents.
n
Driving performance against customer and operational outcomes including SLA adherence, CSAT, resolution times and wait times.
n
Evolving policies, processes and service design to reduce friction, increase agent autonomy and create a more proactive customer experience.
n
Using quantitative and qualitative data to identify customer trends,prioritiseimprovementsand measure the impact of change.
n
Partnering with Customer Success, Product, Engineering and other global stakeholders to deliver sustainable outcomes for customers and the Support team.
n
n
You'llthrive in this role if you:
n
n
Bring 7+ years' experience leading customer‐facing teams in a SaaS business, including at least 2 years' experience in a Director‐level role.
n
Have a proven track record of leading a Supportorganisationacross multiple functional streams while meeting and exceeding SLAs.
n
Have managed, coached and mentored junior managers and high‐caliber teams.
n
Have experience stabilising teams, increasing engagement and improving retention in a changing environment.
n
Can set strategy and lead transformation initiatives involving AI, automation, self‐service or other technology‐enabled changes to customer support.
n
Are comfortable owning complex customer escalations and influencing stakeholders to achieve timely, sustainable resolutions.




n
Are an excellent communicator who can build trust, give clear feedback and navigate challenging conversations with customers and teammembers.
n
Use data and sound judgement to make decisions, prioritise competing demands and connect day‐to‐day execution to broader business outcomes.
n
Are willing to roll up your sleeves during critical incidents while keeping a long‐term, future‐focused perspective.
n
Have relevant tertiary qualifications in IT, Health, Business or a related field, or equivalent practical experience.
n
Have knowledge of the aged or disability care sector.
n
Have previous experience with AlayaCare, Procura or a similar care technology product.
n
Have experience leading teams across multiple regions or time zones.
n
n
We believegreat workshould be rewarded.
n
Here'show we show our appreciation.
n
n
Choose your own 2 days/week in office, 3 days WFH
n
End‐of‐trip facilities in our brand new office located in Melbourne CBD
n
Competitive salary + company stock (RSUs)
n
5 Wellness days per year
n
$1,000/year flexible benefits package
n
22 weeks company‐paid parental leave
n
2 days company‐paid volunteer leave to support causes you care about
n
Team lunches, events & wellness activities
n
A genuinely open, inclusive, and collaborative culture
n
A chance to do purposeful work in the quick‐paced tech sector, whilst making real impact in the care space
n
n
Belonging matters.
n
We're committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion and accessibility aren't just buzzwords here - they're woven into everything we do.
n
Needadjustments toparticipatein the recruitment process?
n
We've got you. Just reach out to our HR team: ******.
n
We do not accept unsolicited CVs from Recruitment Agencies.
#J-*****-Ljbffr

📌 Director Customer Experiencenew (Victoria)
🏢 Alayacare
📍 Victoria