Head of Customer Success 

Lead, shape and scale the customer experience at Resly 🚀

Resly is a fast growing SaaS company powering accommodation providers across Australia and New Zealand. We’re looking for an experienced customer leader to lead our Support and Enablement teams and help us improve the way we support our customers as we grow.

You’ll have the opportunity to develop our people, streamline the way we work and introduce smarter systems and automation to help us deliver a great customer experience.

🚀 What You’ll Be Doing

You’ll work closely with our Leadership Team, Support Team Lead, Enablement, Product and Engineering teams.

• Lead and develop our Support and Enablement teams.
• Coach and develop the Support Team Lead, including regular 1:1s and ongoing development.
• Drive customer satisfaction, service levels, productivity and team performance.
• Identify opportunities to streamline processes, improve workflows and introduce useful systems and automation.
• Use data and customer feedback to understand what’s working and where we can improve.
• Oversee workforce planning, quality assurance and performance management.
• Support customer escalations and work with Product and Engineering on customer issues.
• Continue to develop our Enablement function.
• Work with the Leadership Team on priorities and continuous improvement.

🔍 What We’re Looking For

We’re looking for someone with experience leading a high volume contact centre or customer support team who knows what a great operation looks like and can help us take ours to the next level.

You’ll bring:

• Experience leading a high volume contact centre, customer support or customer operations team.
• Strong people leadership skills, including 1:1s, coaching and professional development.
• Experience improving processes and team efficiency.
• An understanding of contact centre metrics, service levels, workforce planning and quality assurance.
• Experience identifying and implementing systems, tools and automation.
• The ability to use data and customer feedback to drive improvements.
• Strong communication and stakeholder management skills.
• A practical, solutions focused approach and a genuine interest in making things better.

🌟 Why You’ll Love Working Here

• Develop great people: Play a key role in developing our team and leaders.
• Great leadership team: Work alongside a supportive and collaborative Leadership Team.
• 35 hour week: We believe great work should be sustainable.
• Hybrid working: Monday to Wednesday in our Gold Coast office, Thursday and Friday from home.

If you’re an experienced contact centre or customer support leader who loves developing people, improving the way things work and finding smarter ways to support customers, we’d love to hear from you.