EstimateOne

Customer Support

• Lead, coach and develop Customer Experience Specialists
• Handle complex or high-impact customer issues
• Speak directly with churned and at-risk customers
• Build an evidence-based understanding of customer churn across Builder, Subbie and Supplier audiences
• Analyze customer, product usage, billing, support and commercial data to identify patterns, friction and churn risks
• Develop, coordinate and measure retention, save and win-back initiatives
• Evolve the CX model using expert support, AI and self-service
• Own outcomes from AI support, including resolution quality, CSAT and deflection
• Improve customer knowledge and self-service experiences
• Partner with Product, Marketing, RevOps, Sales and Customer Success to address customer friction and improve retention
• Represent the customer voice in business decisions
• Track and communicate progress against CX and retention outcomes

Customer Experience and Retention Lead

Product Manager

• Conduct continuous customer discovery with builders, subcontractors, and suppliers
• Turn customer problems and research into bounded, well-scoped product plans
• Define problems, value, boundaries, and clear definitions of done
• Involve engineers early and hand over plans cleanly for delivery ownership
• Own the hardest and highest-value product plans
• Set the discovery bar for the product team
• Coach other product managers
• Build alignment with senior stakeholders
• Shape E1’s future product development priorities

Senior Product Manager – Parental Leave Cover

• Deliver expert support to Builders, Subcontractors and Suppliers
• Resolve complex and high-impact customer enquiries
• Improve the systems, tools and processes supporting the Support function
• Manage and optimise the Lorikeet AI support platform
• Identify opportunities to improve the knowledge base and self-service experience
• Partner with Product, Customer Success and Commercial teams on strategic customer projects
• Deliver specialised customer training
• Support technical implementations such as SSO and API integrations
• Help build a more scalable and efficient Support function
• Identify customer experience trends and improvement opportunities