CX Operations Supervisor

Overview

CX Operations Supervisor — Job Description. CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. We are committed to digitizing the world’s real estate and empowering people to discover properties, insights and connections that improve their businesses and lives. This role supports CX Partners in delivering best-in-class support to Campaigntrack clients through accurate, consistent, and timely responses. The supervisor handles complex requests, drives process improvements, and collaborates across teams to enhance customer experience and operational efficiency.

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.

• 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.

• 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.

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:

• Hybrid work setup for balance between remote work and office presence.
• Access to Perkbox discounts across healthcare, entertainment, food, utilities and more.
• Access to LinkedIn Learning for upskilling and personal growth.
• Access to mental health support through our Employee Assistance Program.
• Continuous opportunities to learn and grow.

One of our talent partners will review your application. If it’s a good match, we’ll contact you. Apply now We 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 apply.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing. We are committed to creating a diverse environment and are proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require a reasonable accommodation to apply or participate in the interview process due to a disability, you may request accommodations by calling or emailing