VP, Customer Engagement & Support

Melbourne

Lexer is an Aussie-founded success story, proudly HQ’d in Melbourne. Lexer’s customer data platform helps brands and retailers understand their customers so that they can engage them with the experiences they deserve.

Why join now?

Well, I could provide a pretty long list but at the top of it is that Lexer is experiencing a significant period of growth. Having recently completed their series B round, Lexer has gone from strength to strength, growing their customer base with global brands as well as some inspiring local ones too. They have built an amazing team of people, who truly live their values, it’s just a really awesome crew!

What’s the gig?

The VP of Customer Engagement & Support is a passionate and empathetic leader who will focus on improving Lexer’s users’ knowledge of their products through quality content, high-performance support, strong engagement, and the growth and development of our Support Team. Lexer’s Support Team, located within our Product team, is a critical part of ensuring customers are knowledgeable, informed, and cared for by receiving the tools, guidance, and support needed to achieve their goals with Lexer. 

As the VP of Customer Engagement & Support, you will lead a growing support team in providing up-to-date customer-centric support to a tech-savvy, global customer base with a focus on data analytics and insights.

You will help improve support processes, create self-service knowledge content, and optimise tools, all while mentoring our Support Managers and Technical Writers to deliver engaging, helpful, and high-quality support via chat, email, and documentation.

A bit about you:

First and foremost, we’re looking for an experienced leader who is aligned with Lexer’s values. Sharp, dependable, proactive, high value, caring, and playful are not just things you see on a poster, they’re values that the team lives by. It’s important that you feel that these align with you. Once we’ve got that covered, let’s talk about your background:

  • We’d love to see previous experience where you have helped create and deliver content that supports the user, gives them the tools, and boosts engagement. This is yours to own and we’d love to see where your creativity has seen real results. 
  • Prior experience working in a high growth organization that requires a hands-on and entrepreneurial style 
  • Proven experience in planning/strategizing and coaching to grow a team 
  • Skilled in content creation: Image Editing (Photoshop, Sketch), Video creation (Premiere), and basic web building (HTML, CSS) 
  • Strong communicator with high EQ that prioritizes building trusting relationships with customers and team members 
  • Outstanding organization, critical thinking, and solution-finding skills with keen attention to detail.

If you’re even the slightest bit curious and would like to learn more, that’s great! Hit the apply button and we can talk about why Lexer could be your happy (work) place.

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Date Listed
27/04/2021
Reference
AF1148831
Location
Melbourne
Contact
[email protected]
Type
Permanent / Full Time