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
Robust 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 environment 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
#J-*****-Ljbffr

📌 Cx Readiness & Response Manager – Incident & Surge (Sydney)
🏢 Jobtailor
📍 Sydney