Job Description

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

n

Requirements

n

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



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

n

Core Competencies

n

Demonstrates expertise in customer experience management, operational process improvement, and team coordination, with a robust 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.

n

Highest-signal resume keywords

n

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

n

Hard Skills

n

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

n

Soft Skills

n

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

n

Industry Keywords

n

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

n

Tools & Technologies

n

n
- Zendesk
n
- Helpdesk Platforms
n
- Operational Trackers
n
- Documentation Systems
n

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