Job Description
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Plan and prepare CX capacity ahead of campaigns, launches, and anticipated volume spikes
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Build guidance documents, macros, routing logic, and contractor briefings
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Lead operational responses when additional support is required
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Create priorities and align frontline teams and CX leaders
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Manage and develop a flexible bench of trained contractors
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Track volume, backlog, and customer outcomes
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Coordinate with Product, Engineering, and Payments to communicate customer impact and route underlying issues
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Build and improve processes, workflows, and AI-assisted tools
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Design incident response playbooks, communication templates, and escalation paths
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Prepare CX capacity, messaging, guidance, and contractor readiness for campaigns and launches
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Build flexible capacity models, operational trackers, and documentation systems
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Follow incidents and surges through to resolution and improve processes after each event
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Requirements
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3+ years in customer support, with experience beyond the frontline as a senior agent, escalations specialist, subject matter expert, or team lead
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Track record of coordinating people and outcomes across teams without formal authority
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Strong written and verbal communication skills
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Experience using data to understand workload, track customer outcomes, and identify where attention is needed
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Genuine curiosity about AI and operational tooling, with experience using these tools to improve work
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Experience in consumer tech, fintech, payments,



or a high-volume marketplace setting is advantageous
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Familiarity with Zendesk or similar helpdesk platforms is advantageous
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Exposure to incident response, contractor coordination, or distributed team management is advantageous
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Experience building operational processes or workflows from scratch is advantageous
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Core Competencies
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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.
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Highest-signal resume keywords
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Customer Support Experience
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Operational Process Improvement
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Data Analysis for Workload Management
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Incident Response Coordination
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Team Leadership Without Formal Authority
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Hard Skills
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Process Improvement
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Workflow Development
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Data Tracking
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Incident Response
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Capacity Planning
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Contractor Management
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Routing Logic
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Escalation Path Design
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AI-Assisted Tools
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Operational Tracking
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Soft Skills
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Strong Written Communication
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Strong Verbal Communication
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Curiosity About AI
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Team Coordination
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Industry Keywords
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Consumer Tech
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Fintech
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Payments
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High-Volume Marketplace
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Tools & Technologies
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Zendesk
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Helpdesk Platforms
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Operational Trackers
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Documentation Systems
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📌 Cx Readiness & Response Manager - Incident & Surge (New South Wales)
🏢 Jobtailor
📍 New South Wales