CX Operations Supervisor

CX Operations Supervisor Job Description Company Overview CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. About Domain: Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia, including the Domain, Allhomes and Commercial Real Estate (CRE) platforms. In 2025, Domain became part of CoStar Group (NASDAQ: CSGP), a global leader in commercial real estate information, analytics, online marketplaces and 3D digital twin technology. Together, Domain and CoStar Group is dedicated to digitising the world's real estate, empowering all people to discover properties, insights, and connections that improve their businesses and lives. The Role: This role ensures CX Partners deliver best-in-class support to Campaigntrack clients through accurate, consistent, and timely responses. The supervisor also handles complex requests, drives process improvements, and collaborates across teams to enhance customer experience and operational efficiency. What You'll Be Doing: Lead customer experience strategies and initiatives across Australia and New Zealand. Analyse customer feedback and performance data to identify improvement opportunities and recommend actionable solutions. Coach and mentor support team members to strengthen their skills and ensure delivery of high-quality customer experiences. Set, monitor, and evaluate individual and team KPIs to drive performance and accountability. Manage customer escalations, resolving complex issues efficiently and effectively. Develop and maintain standard operating procedures (SOPs) to ensure consistency and compliance across all processes. Contribute to customer retention by executing and overseeing initiatives that enhance satisfaction and service quality. About You: Bachelor’s degree in Business, Communications, or a related field. At least 3 years of people management experience in a customer support or service environment. Strong leadership, coaching, and team development skills. Excellent communication and problem-solving abilities. Proven experience managing KPIs and handling customer escalations. Strong organizational skills and ability to manage multiple priorities. Experience with SOPs and support platforms (e.g. Zendesk) is a plus. Why join us? We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include: Discover your ideal work-life balance with our approach to a hybrid set-up – whether it's making the most of working remotely or from our office Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more Access to LinkedIn Learning, giving you learning opportunities to upskill and work on your personal growth Access to top-notch mental health support through our Employee Assistance Program Continuous opportunities to leap, learn and grow. CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing Don’t meet every single requirement? We’re committed to building an inclusive, diverse and supportive workplace and welcome applications from all people regardless of age, gender, orientation, ethnicity, cultural background or disability. If you’re excited about this role but your past experience doesn’t align perfectly, we encourage you to send in your application #J-18808-Ljbffr