Customer Experience Support Manager

About the organisation

Step into a role with a nationally recognised, reputable organisation that puts customer experience at the heart of everything they do. They're known for delivering service that's seamless, personal, and consistently high quality and they're looking for the right leader to help them keep it that way.

About the role

As the 2IC to the Customer Experience Manager, you'll sit at the centre of the CX operation as the direct deputy to the CX Manager and the go-to leader for the entire CX floor on a day-to-day basis. You'll own shift performance, team accountability, customer escalations, and the operational rhythm across all PODs.

This is a genuinely hands-on role - you'll be present on the floor, making real-time calls, coaching leads, resolving escalations, and holding the standard on every shift. When the CX Manager isn't available, the floor is yours - with full decision-making authority across the team.

What you'll be doing

• Holding full operational accountability for the CX floor across all shifts, including opening and closing handovers
• Leading daily team briefings, shift stand-ups, and end-of-shift debriefs to align priorities and review outcomes
• Keeping a close eye on real-time queue health, agent availability, and floor performance across Sales and OPS Admin PODs
• Acting as the primary escalation point on shift for complex, sensitive, or high-risk customer interactions
• Owning daily attendance, schedule adherence, and productivity tracking across all CX functions
• Running regular 1:1 check-ins with function leads across Team Leader, Floor Support, Trainer, C&D, QA, and Security
• Partnering with the QA function to ensure critical coaching is delivered same-day when a compliance or conduct issue arises
• Producing clear, accurate daily shift reports covering attendance, performance, escalations, and any notable incidents
• Stepping in to represent the CX team in cross-functional meetings whenever the CX Manager is away

What we're looking for

• At least 3 years' experience in a CX, contact centre, or customer-facing operations role
• 1–2 years in a team leader, senior agent, or supervisory position with hands-on people management experience
• A proven ability to manage floor performance in real time across multiple teams or workstreams
• A strong operational mindset, with a track record of working cross-functionally to address customer pain points
• Solid experience with quality monitoring, coaching, and performance management
• Strong written and verbal communication skills - comfortable producing shift reports, escalation documentation, and coaching notes

Bonus points if you have

• Background in storage, property, SaaS, or other remote-led customer service environments
• Familiarity with QA frameworks, call recording platforms, or CRM/ticketing systems
• Experience stepping up for a senior leader in a fast-paced, high-volume team
• Knowledge of rostering, intraday management, or workforce planning within a contact centre setting

What's in it for you

This role comes with a competitive salary package, standard hours of 8:30-4:30 and flexibility around start and finish times. Beyond the perks, you'll be joining an organisation that genuinely lives by its values - family, integrity, and respect aren't just words on a wall here.