Spacetalk

Content Marketing Manager

• Lead visual concept execution for campaigns, paid media (e.g., Meta, Google), social channels, and marketing collateral.
• Own UX/UI enhancements and design updates for the Spacetalk website, including landing pages, banners, promotional modules, and conversion touchpoints.
• Create high-quality, demand-generating assets for platforms like Meta, TikTok, Google, websites, campaigns, and organic channels.
• Maintain and evolve Spacetalk’s visual identity across digital touchpoints by developing design systems, templates, asset libraries, and guidelines.
• Stay ahead of digital design, UX, and visual trends, introducing innovative ideas to enhance creative strategies and team approaches.
• Collaborate with Marketing, Digital, Product, Social and Customer Support teams to align on deliverables, refine workflows, and ensure premium, error-free outputs.

Digital Content Designer

Product Manager

• Support end-to-end feature lifecycle for core journeys (app/platform/devices): ideation, requirements definition, delivery, launch, and post-launch iteration to reduce friction and boost engagement/retention.
• Contribute to the rollout and optimisation of new kids' devices, including software/hardware aspects under guidance.
• Use analytics (funnels, adoption, errors) to inform priorities, define success metrics, investigate anomalies, and drive data-backed improvements (e.g., engagement uplift, churn reduction).
• Assist in Phase 2 Predictive Health Platform initiatives: support pilot scoping with aged-care partners, outcome validation (clinical/safety/operational), regulatory workflows (e.g., TGA, GDPR), and translation of learnings into scalable features.
• Collaborate closely with Engineering, Design, Data, Customer Support, Marketing, Ops, Legal, and external partners to align on user needs, identify risks, and execute sprints/GTM activities.
• Break down ambiguity into clear stories, acceptance criteria, and pragmatic trade-offs; document system rules, APIs, data flows, and edge cases.
• Foster user-centric decisions that enhance safety, scalability, and continuous improvement across the Product team.

Product Manager – Core & Seniors Experience

Manager

• Own end-to-end analysis of support data (Intercom metrics, tickets, CSAT/NPS, churn signals, contact drivers) to uncover trends, root causes, predictive opportunities, and commercial levers; deliver actionable insights and dashboards for VP and cross-functional teams (Product, Engineering, Marketing).
• Lead redesign and optimisation of Intercom workflows, routing, macros, inboxes, and AI features (routing, bots, proactive messaging, deflection tools) to maximise automation and efficiency.
• Design and implement a structured Voice of Customer (VoC) program, consolidating insights from tickets, feedback, reviews, and social channels; produce regular insight reports and feedback loops for Product/Engineering.
• Build and govern a high-accuracy, scalable knowledge base (internal SOPs, troubleshooting flows, decision trees) aligned with public Help Centre content and product updates to boost First Contact Resolution (FCR).
• Map end-to-end customer support journeys, identify friction points and repeat drivers, prioritise improvements, and design lower-effort workflows across channels.
• Assess agent tooling gaps, translate pain points into system requirements, and collaborate with Engineering on tool development/integration for better productivity and visibility.
• Optimise support interactions for commercial outcomes (e.g., retention, Lite-to-Plus conversions, upsell moments) in partnership with Marketing/Product.
• Lead improvement projects end-to-end: scope, implement, measure impact, train teams (Cebu/Sydney), and iterate for sustained results.

CX Insights & Optimisation Manager

Operations

• Own daily operational performance of the BPO support team, including real-time monitoring of queues, backlogs, SLAs, productivity, and service levels.
• Drive BPO performance across key metrics: agent productivity, SLA adherence, First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and NPS.
• Champion a customer-first culture; analyse feedback and verbatims to reduce repeat contacts and improve resolution quality while ensuring brand-aligned interactions.
• Partner with Product and Engineering to ensure support readiness for launches, firmware releases, and updates—including updated SOPs, training, knowledge base, capacity forecasting, and post-launch insights.
• Lead development and governance of a robust, scalable knowledge base (internal SOPs, troubleshooting flows, decision trees) to support FCR and reduce knowledge gaps.
• Identify inefficiencies and lead continuous improvement initiatives across people, process, and technology to optimise cost-to-serve without compromising quality.
• Act as primary operational interface with the BPO partner—leading reviews, ensuring contractual obligations, and supporting workforce planning.

Digital Content Designer

Product Manager – Core & Seniors Experience

CX Insights & Optimisation Manager

CX Operations Manager