Customer Experience Lead

Who we are

E1, (formerly called EstimateOne) is a SaaS tender management platform connecting commercial builders with subcontractors and suppliers. Proudly named one of AFR’s Best Places to Work in 2025, we’re the market leader in Australia and New Zealand.

The Role

As we continue to grow, we're evolving how we support our customers.

We're looking for a Customer Experience Lead to shape the next generation of customer support at EstimateOne. This isn't a traditional support management role. You'll lead the transformation of how customers get help by combining great people, AI capability and scalable self-service experiences.

You'll lead a team of specialists, partner closely with our AI project team and work across Product, Customer Success and Commercial teams to create a customer experience that's faster, smarter and easier to access.

If you're excited by AI, customer experience design and building systems that scale, we'd love to hear from you.

Your day to day will include

• Leading and developing a team of Customer Experience Specialists, creating clarity, accountability and high performance
• Defining and evolving our support model to increase AI-driven and self-service resolution
• Partnering with the Lorikeet project team to train, test and optimise AI capability
• Monitoring customer experience, support and AI performance metrics and using insights to drive improvements
• Acting as an escalation point for complex customer issues when required
• Identifying customer pain points, trends and root causes, then driving solutions that improve the overall experience
• Collaborating with Product, Customer Success, Sales and Enablement teams to improve customer outcomes
• Supporting customer enablement programs, knowledge resources and support content
• Balancing team capacity across reactive support, proactive improvements and strategic initiatives

About You

You think in systems, not just workflows. You're energised by the opportunity to use AI, automation and customer insight to build better experiences at scale.

You're equally comfortable leading people, analysing data and partnering across the business to solve complex customer problems.

You'll likely bring

• Experience leading high-performing customer-facing teams
• A strong understanding of customer experience design and service delivery
• Practical experience working with AI tools, automation or AI-enabled customer support environments
• The ability to use data and customer insights to identify opportunities and drive measurable improvements
• Strong stakeholder management skills and the ability to influence across teams
• A continuous improvement mindset and a passion for creating scalable solutions
• Excellent communication skills and the confidence to navigate complex customer and business challenges
• Strong organisational skills and the ability to balance competing priorities

Bonus Points if You Bring

• Experience training, refining or optimising AI models or automated customer workflows
• Experience in SaaS or technology businesses
• Knowledge of customer support platforms, knowledge management systems or customer enablement programs
• Experience working in high-growth environments

The ability to champion our company values matters to us; we care about our team and you'll be joining a group of people who want each other to be happy and successful. If you’re a motivated, self-starter and passionate person, we need you in our team.

To learn more about our values, check out our Nuts & Bolts (beware, it’s huge!): https://shorturl.at/eo7WO

Perks

• You can choose where you work - from the office, from home, or a mix of both!
• If you need part-time arrangements let us know when you apply and we’ll see if we can make it work for you
• We understand the importance of mental health, so E1 will cover the cost of 3 confidential therapy sessions per year with a therapist of your choice, via our platform Talked which has access to over 100 licensed therapists across Australia.
• You’ll receive $3,000 each year for professional development and $500 for wellbeing
• You’ll get $500 each year to design your own WFH set up
• You’ll get 5 days entrepreneurial leave per year, to work on your side projects and make them come to life
• Paid Parental leave (16 week primary carer, 6 weeks secondary carer)
• Volunteer leave
• We partake in business wide activities on a Friday afternoon, every 7 weeks (think escape rooms, drawing classes, games afternoons, online trivia)
• We also match non-profit donations 2:1

Head to https://careers.estimateone.com/ to find out more.

E1 is an equal opportunity employer committed to providing a work environment which embraces and values diversity and inclusion. If you have any support or access requirements, please let us know when you apply so we can make your application process as smooth as possible.

As a Circle Back Initiative Employer, we also commit to responding to every applicant.

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