- Plan and prepare CX capacity ahead of campaigns, launches, and anticipated volume spikes
- Build guidance documents, macros, routing logic, and contractor briefings
- Lead operational responses when additional support is required
- Create priorities and align frontline teams and CX leaders
- Manage and develop a flexible bench of trained contractors
- Track volume, backlog, and customer outcomes
- Coordinate with Product, Engineering, and Payments to communicate customer impact and route underlying issues
- Build and improve processes, workflows, and AI-assisted tools
- Design incident response playbooks, communication templates, and escalation paths
- Prepare CX capacity, messaging, guidance, and contractor readiness for campaigns and launches
- Build flexible capacity models, operational trackers, and documentation systems
- Follow incidents and surges through to resolution and improve processes after each event

Requirements

- 3+ years in customer support, with experience beyond the frontline as a senior agent, escalations specialist, subject matter expert, or team lead
- Track record of coordinating people and outcomes across teams without formal authority
- Strong written and verbal communication skills
- Experience using data to understand workload, track customer outcomes, and identify where attention is needed
- Genuine curiosity about AI and operational tooling, with experience using these tools to improve work
- Experience in consumer tech, fintech, payments,



or a high-volume marketplace setting is advantageous
- Familiarity with Zendesk or similar helpdesk platforms is advantageous
- Exposure to incident response, contractor coordination, or distributed team management is advantageous
- Experience building operational processes or workflows from scratch is advantageous

Core Competencies

Demonstrates expertise in customer experience management, operational process improvement, and team coordination, with a strong focus on data-driven decision-making and AI-assisted tools. Proven ability to lead incident responses and manage contractor teams effectively in high-volume environments.

Highest-signal resume keywords

- Customer Support Experience
- Operational Process Improvement
- Data Analysis for Workload Management
- Incident Response Coordination
- Team Leadership Without Formal Authority

Hard Skills

- Process Improvement
- Workflow Development
- Data Tracking
- Incident Response
- Capacity Planning
- Contractor Management
- Routing Logic
- Escalation Path Design
- AI-Assisted Tools
- Operational Tracking

Soft Skills

- Strong Written Communication
- Strong Verbal Communication
- Curiosity About AI
- Team Coordination

Industry Keywords

- Consumer Tech
- Fintech
- Payments
- High-Volume Marketplace

Tools & Technologies

- Zendesk
- Helpdesk Platforms
- Operational Trackers
- Documentation Systems

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📌 CX Readiness & Response Manager – Incident & Surge (New South Wales)
🏢 Jobtailor
📍 New South Wales