Spacetalk

CX Insights & Optimisation Manager

Spacetalk

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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Tech Stack

Tableau

About the role

  • 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.

Requirements

  • 3–8+ years in CX operations, support optimisation, data analysis, continuous improvement, or analytical/strategy roles (SaaS/tech preferred; AI/automation exposure highly valued).
  • Expert-level proficiency in data analysis, root-cause investigation, trend/predictive insights, and dashboard creation (Intercom Reports, Looker/Tableau or equivalent, advanced Excel/Google Sheets).
  • Proven experience optimising CX platforms like Intercom (workflows, AI features, automation) and implementing AI-driven tools in support contexts.
  • Strong analytical mindset with ability to derive actionable, commercial insights from support data.
  • Excellent communication and presentation skills for influencing senior stakeholders and cross-functional teams.
  • Bias for action: rapid testing, implementation, and iteration with transparent follow-through.
Benefits
  • Competitive salary package based on experience.
  • Flexible hybrid working in Sydney.
  • Opportunity to lead CX transformation and AI adoption in a high-growth ASX-listed company.
  • Professional growth through enterprise-scale projects, exec-level exposure, and influence on product roadmap.
  • Collaborative, purpose-driven culture with direct partnership with senior leadership.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisroot-cause investigationtrend analysispredictive insightsdashboard creationCX platform optimisationAI-driven tools implementationFirst Contact Resolution (FCR)customer support journey mappingcontinuous improvement
Soft Skills
analytical mindsetcommunication skillspresentation skillsinfluencing stakeholderscollaborationbias for actionrapid testingimplementationiterationtransparency