Customer Experience Lead (Australia)

About the role

MealSuite is looking for a Customer Experience Lead to launch and grow its CX function in Australia. As the first CX team member in the region, you will own the full customer lifecycle—from onboarding and implementation to ongoing success and retention—while bridging global strategy with local market needs.

Key responsibilities

• Serve as the primary point of contact for Australian customers, handling support requests via email, chat and video while maintaining high CSAT scores.
• Lead end‑to‑end implementations, including project scoping, configuration guidance, onboarding and go‑live readiness.
• Manage a portfolio of accounts, driving product adoption, monitoring health metrics and ensuring retention.
• Conduct regular business reviews, identify risks and uncover growth opportunities.
• Collaborate with global CX, Product and Engineering teams to troubleshoot issues, escalate trends and improve the overall experience.
• Adapt global playbooks for the Australian market and document new processes to support scaling.
• Represent Australian customer voice internally, influencing product and CX strategy.
• Help define and build the future CX team structure as the business expands.

Required profile

• 3–6+ years of experience in customer‑facing roles, covering at least two of support, customer success or implementation.
• Proven track record managing onboarding, adoption and retention in B2B SaaS environments.
• Strong problem‑solving ability and experience coordinating cross‑functional solutions.
• Excellent communication skills, able to translate technical concepts for non‑technical stakeholders.
• Comfortable working independently in fast‑paced, ambiguous settings and across time zones.

Required skills

• Salesforce
• Zendesk (or similar CX/CRM platform)