Customer Operations Lead

We're on the hunt for an experienced Customer Operations Lead to join and exciting tech business that is startup that's – They have "started up" now scaling up! This role is perfect for someone who's been through Series A or B growth and knows the operational growing pains of a scaling startup. You'll bring that experience to help us design processes, implement KPIs, and ensure that every part of the Customer Service and Operations journey runs like a well-oiled machine. CUSTOMER OPERATIONS LEAD ROLE Process building and refining – Design and implement scalable processes, especially around onboarding and case routing. Spot gaps and fix them before they become issues. Hands-on problem solving – Whether it's sifting through customer queries or shadowing the CS team, you'll dive in to really understand what's working (and what's not). Zooming out to zoom in – Take a step back to assess the full customer journey across Customer Support and Customer Ops. Then get into the details to fix pain points and improve efficiency. KPI implementation and reporting – Define and embed operational metrics and dashboards that help the team stay aligned, focused, and high-performing. Collaborative improvement – Work alongside the VP of Customer Operations, to create a seamless experience for customers. CUSTOMER OPERATIONS LEAD MUST HAVES Proven Customer Operations experience in a Series A or B startup environment. Experience building and rolling out processes and KPIs across Customer Support and Operations teams. A builder's mindset – you're motivated by creating structure in fast-moving environments. Great with systems and tools – you know what tech stack works best at each stage of scaling. Not afraid to get your hands dirty — you're comfortable diving into the weeds to figure things out. Excellent communication and collaboration skills. You know how to bring people with you.

Australasian Recruitment Company