CX Enablement Team Lead - Remote
Who we are
Employment Hero is on a mission to make employment easier and more valuable for everyone. Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in countries globally — Australia, New Zealand, Singapore, Malaysia, and the UK. We now service over 300,000 businesses and more than 3 million employees.
We are entering an exciting new chapter — transitioning to Employment Hero’s all-in-one Employment Operating System. It brings together world-class HR, payroll, benefits, and employee experience solutions to power the future of work.
The EH Way
At Employment Hero, we're proud of our unique DNA, which we call The EH Way:
Mission First: Everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our mission.
Remote First: We champion a remote environment with a preference for asynchronous communication and a high degree of autonomy.
AI First: We are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale.
Apolitical: We do not take a position on political or social topics, unless it relates to our mission.
Live by our Values: We role model our values 100% of the time.
Expect High Performance: We set a high standard and we're not satisfied with being average.
What we need
The CX Enablement Team Lead is a people leader and senior individual contributor responsible for maximising the impact of CX Enablement across a defined region. Operating in a player–coach model, this role combines hands-on enablement delivery with accountability for the prioritisation, quality, and outcomes of CX Enablement Specialists. The Team Lead ensures enablement efforts are aligned to CX strategy, regional priorities, and commercial goals, and that they deliver measurable improvements in customer experience, retention, and operational performance.
As a trusted partner to CX leadership, the CX Enablement Team Lead translates CX strategy and performance challenges into focused enablement initiatives, embedding consistent ways of working and lifting execution standards across the customer lifecycle for the region.
Key responsibilities
1. Stakeholder Partnership & Influence
Employment Hero is on a mission to make employment easier and more valuable for everyone. Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in countries globally — Australia, New Zealand, Singapore, Malaysia, and the UK. We now service over 300,000 businesses and more than 3 million employees.
We are entering an exciting new chapter — transitioning to Employment Hero’s all-in-one Employment Operating System. It brings together world-class HR, payroll, benefits, and employee experience solutions to power the future of work.
The EH Way
At Employment Hero, we're proud of our unique DNA, which we call The EH Way:
Mission First: Everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our mission.
Remote First: We champion a remote environment with a preference for asynchronous communication and a high degree of autonomy.
AI First: We are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale.
Apolitical: We do not take a position on political or social topics, unless it relates to our mission.
Live by our Values: We role model our values 100% of the time.
Expect High Performance: We set a high standard and we're not satisfied with being average.
What we need
The CX Enablement Team Lead is a people leader and senior individual contributor responsible for maximising the impact of CX Enablement across a defined region. Operating in a player–coach model, this role combines hands-on enablement delivery with accountability for the prioritisation, quality, and outcomes of CX Enablement Specialists. The Team Lead ensures enablement efforts are aligned to CX strategy, regional priorities, and commercial goals, and that they deliver measurable improvements in customer experience, retention, and operational performance.
As a trusted partner to CX leadership, the CX Enablement Team Lead translates CX strategy and performance challenges into focused enablement initiatives, embedding consistent ways of working and lifting execution standards across the customer lifecycle for the region.
Key responsibilities
1. Stakeholder Partnership & Influence
- Act as a trusted enablement partner to regional CX leaders across Implementation, Success, Support and Services teams.
- Translate CX priorities and performance gaps into clear enablement plans and coaching focus areas.
- Advocate for regional needs while aligning to global CX Enablement strategy and standards.
- Frame enablement recommendations in terms of customer and commercial impact.
- Lead and develop CX Enablement Specialists, providing clarity on priorities, expectations, and standards.
- Balance team capacity against business demand, ensuring focus on the highest-impact initiatives.
- Coach and develop Specialists to improve enablement design, delivery, and judgement.
- Role-model strong enablement behaviours, accountability, and collaboration.
3. Player–Coach Enablement Delivery
- Personally deliver high-impact enablement in priority areas, including onboarding, coaching, and performance interventions.
- Step in directly for complex initiatives, change programs, or critical performance challenges.
- Set the benchmark for effective CX enablement delivery and coaching.
- Use CX performance data to diagnose issues and validate the impact of enablement initiatives.
- Support improvements across key CX metrics, including MPS, CSAT, retention, productivity, and churn.
- Reinforce a revenue-aware CX mindset, connecting customer outcomes to renewal, expansion, and lifetime value.
- Act as a force multiplier, scaling what works and reducing low-impact activity.
- Oversee the development and adoption of CX enablement frameworks, playbooks, and learning assets.
- Partner cross-functionally with Product, Ops, and GTM teams to ensure alignment and consistency.
- Centralise and standardise enablement approaches to support scale and quality.
- Lead enablement initiatives that support CX transformation and operational maturity.
- Simplify complex problems and turn ambiguity into practical, executable solutions.
- Continuously test, refine, and improve enablement approaches based on outcomes and feedback.
- Experience in CX Enablement, CX Leadership, or Customer Operations within a SaaS or scale-up environment.
- Strong understanding of CX performance metrics and operational levers (CSAT, CES, MPS, time to value, SLA adherence, churn).
- Demonstrated experience improving CX outcomes through enablement and coaching.
- Experience coaching, mentoring and leading others.
- Strong commercial acumen with a clear link between CX and revenue outcomes.
- Confident operating at both strategic and tactical levels.
- High credibility with CX leaders and frontline teams.
- Data-driven, outcomes-focused, and decisive.
- Comfortable leading through change and ambiguity.
What success looks like
- CX leaders trust Enablement with their most complex performance challenges.
- CX Enablement Specialists are focused, effective, and continuously improving.
- Enablement effort is clearly prioritised and aligned to CX and commercial goals.
- Customer experience metrics show sustained, measurable improvement.
- Proven enablement practices are scaled across regions.
What we can offer
- Remote Work: You will work remotely, with the flexibility to own your time and impact.
- Tools: Access to cutting-edge tools to amplify your work, knowledge and outputs.
- Environment: Ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
- Equity: Own ESOP (employee share options) in one of the world's fastest-growing tech companies.
- Benefits: Generous paternity leave policy, subsidised egg freezing, WFH office expense budget, and outstanding learning & development opportunities.
We’re AI-first, so you may meet some of our AI tools early in the process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.
We verify candidate identity and location as part of our hiring process.
At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.