Senior Customer Advocate – Australia
Core
Champion an exceptional customer experience and build a customer-first culture by coaching Customer Advocates and driving continuous improvement in support processes.
Role type
Senior Customer Advocate (Team Lead/Coach)
Builds
Customer support workflows, Help Centre content, and cross-functional customer-centric initiatives
Domain
Digital wealth management / Financial services
Deliverable
dashboards & analysis
Required skills
Coaching and mentoring, problem-solving, data analysis, AI tool usage, cross-functional partnership, compliance knowledge, written and verbal communication
Preferred skills
Wealth industry experience, experience with AI/automation in CX
Technologies
AI tools, automation platforms
Responsibilities
Coach a team of Customer Advocates in AU & India, lead customer-centric initiatives across the organization, own daily operations including onboarding and escalated calls, maintain Help Centre content, leverage AI to optimize support workflows
Seniority
Senior, hands-on IC with team leadership
