Customer Experience Team Lead

Customer Experience Team Lead 

Parramatta, Strathfield or Chatswood

Full-Time

Matrix Education is Australia’s leading and fastest-growing tuition college for primary and secondary students. With over 25 years of experience, we’ve helped tens of thousands of students achieve their academic dreams.

We are now hiring full-time  Customer Experience Team Leads to join the team at our Parramatta, Strathfield or Chatswood campuses.

As a Customer Experience Team Lead,  you will own frontline quality, delivery and escalation, while supporting our Customer Service leadership team to drive exceptional customer experiences at scale. This role sits at the heart of our customer service function, blending operational leadership, data-driven insights, and cross-functional collaboration to improve processes, performance, and outcomes for customers.

Reporting to the Customer Service Manager, you’ll play a key role in translating customer insights into meaningful product and process improvements and ensuring the day-to-day smooth running of the customer service team.

As we trade seven days a week, you will be rostered on a weekend shift each week.

What you’ll do…

• Manage daily task allocation and resource planning to ensure appropriate coverage across all customer service activities.
• Support the Customer Service Managers and with customer trend and sentiment analysis, turning insights into high impact product and process improvements.
• Coach and support customer service team members to deliver outstanding customer interactions and achieve performance targets.
• Own the escalation process, acting as the first point of escalation for team, customer, and system issues, and ensuring timely resolution.
• Collaborate with cross-functional teams to drive customer acquisition, retention, and engagement initiatives.
• Support operational excellence by maintaining clear process documentation and driving workflow adoption.
• Analyse performance data to identify service risks, improvement opportunities, and efficiency gains.
• Support cross-functional change management initiatives relating to policies, processes, systems, and compliance.
• Partner with internal teams to deliver core business activities, including term rollover, financial recovery, and campus-based initiatives.
• Partner with leadership on the strategic integration of AI and automation to improve efficiency, deepen customer insights, and enable proactive customer engagement.

What you’ll need…

• Demonstrated experience in a customer service or service delivery role within a high-volume, consumer-focused environment.
• Experience leading or supporting frontline customer service teams, with a strong focus on quality, productivity, and customer outcomes.
• Proven ability to multi-task and coordinate daily workflows, allocate tasks, and manage team coverage across multiple channels (phone, chat, email, campus-based interactions).
• Experience handling customer and operational escalations, resolving issues efficiently while maintaining strong relationships with students, parents, and internal stakeholders.
• A proven ability to lead by example, consistently modelling high-quality customer interactions, professionalism, and accountability.
• Strong customer insight skills, with experience analysing customer feedback, trends, and performance data to identify service improvements.
• Experience providing real-time coaching, feedback, and quality assurance to support consistent, high-quality customer interactions.
• Ability to work hands-on in the customer service function while supporting team leadership and service delivery.
• Experience maintaining process documentation and supporting consistent adoption of policies, systems, and workflows.
• Strong communication skills, with the ability to clearly communicate priorities, changes, and expectations to frontline teams.
• Highly organised, reliable, and calm under pressure, with the ability to manage competing priorities in a fast-paced environment.
• A genuine commitment to delivering an exceptional experience for Matrix students and parents.

A few of our perks…

• Convenient campus locations across Sydney.
• Modern, open-office environment.
• Competitive remuneration rates.
• Open and collaborative management team.
• Amazing facilities.

Apply below, or email your cover letter and resume to hr@matrix.edu.au.