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Head of Customer Service - Member Experience - Work from Home

Uber Carshare Pty Ltd

About Car Next Door

We are the fifth-largest peer-to-peer car-sharing platform in the world and have been growing on average 100% a year since 2015. Since starting we have grown our community to more than 4,000+ cars being shared with over 150,000+ members.

Our fast growth and commitment to improving the environment has been recognised through:

  • 2014 - Green Lifestyle Awards, winner - transport company
  • 2017 - Westpac Businesses of Tomorrow, top 200 winner
  • 2018 - SmartCompany Smart 50, 5th place
  • 2018 - Service Innovation Awards, Finalist
  • 2019 - Australian Growth Company Awards, winner - Company to watch
  • 2019 - Deloitte Technology Fast 50
  • 2020 - Financial Times High-Growth Companies Asia-Pacific 500

About the Role

Car Next Door has an amazing opportunity for a motivated and energetic, Customer Service leader. This role is all about ensuring an amazing experience for all our members and leveraging a team of 60+ remote agents to drive great outcomes for our members.

Our members love us, they tell their friends, and that’s how we grow. In a nutshell, your role is to grow and champion the team that makes them love us even more! Our goal is to deliver the best member experience in Australia. You’ll be bringing your team management, prioritisation, and motivation skills and energy to make that a reality.

What you will be doing:

  • You will be responsible for the development, implementation, and continuous improvement of Car Next Door’s customer service strategies, processes, and procedures
  • Creating clear operational objectives and managing team performance, and service levels against those objectives
  • Implementing systems to provide timely feedback to staff to support the continuous improvement of our customer service activities
  • Analysing data and identifying areas that require policy, process, or product improvement that streamline the experience for our customers, staff, and efficient operations
  • Project leadership and coordination to drive key strategic initiatives for the business and the Member Experience Department
  • Overseeing the recruiting, training, and day-to-day management and organisation of the Member Experience team
  • Managing relationships with partners/vendors relevant to the Member Experience Team
  • Setting the culture within the Member Experience team by being a great motivator, leading by example, and implementing strategies to solidify a happy, strong and long-term team
  • Establishing policies and practices that align with the company’s mission, culture and values

What you'll bring to the role:

  • At least 5+ yrs experience in a customer support role, with 2+ years experience in growing, managing, training, and motivating a customer service division
  • Excellent verbal and written communication skills, and experience working with stakeholders on all levels
  • Proven ability to analyse data, diagnose problems quickly and implement potential solutions
  • Great organisation skills with a systems focus. You will be coordinating a complex operation that operates around the clock and developing systems to enable Car Next Door to scale efficiently
  • Strong project management skills
  • Previous experience in leading a remote customer support team
  • Drive and self-motivation. You need to be a self-starter, with the initiative to solve problems as they arise
  • A natural connection with our Company Values

Apply now to be considered for this exceptional career opportunity and make a difference to communities across Australia, and the environment!

Sound like your dream job?

Please submit your application via apply now which will redirect to our online form. We are only accepting applications via this form.

At Car Next Door, we value all people for who they are and what they bring to our community. We encourage our employees to be their genuine authentic selves and know that our team, our product, and our members’ experiences are enhanced by the diversity of perspectives of everyone who works at Car Next Door. We offer equal opportunities to all applicants and promote merit and fairness in our employment practices. If you’re passionate about doing something amazing for your community, come as you are!

Please Note: We do not accept applications via 3rd party recruiters or other businesses. We are not liable for any fees incurred assumed or otherwise and fully reserve the right in the absence of a mutually agreed (receipt of terms of business does not imply agreement) contract to approach any persons we believe are suitable for the role or our business.

How to apply

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