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Customer Operations & AI Lead
Full-time
This isn't a traditional customer support role. At Knobby, every customer question, subscription issue, return or complaint is a signal that something can be improved, automated, simplified, or prevented altogether. As Customer Operations & AI Lead, you'll take ownership of CX operations, AI-powered support systems, automation workflows, and customer insights, helping shape how customer experience scales as the business grows.
What You'll Be Doing
Manage and optimise the customer experience platform, workflows and automations across ecommerce, subscriptions and post-purchase support.
Identify recurring customer issues and contact drivers, and eliminate friction at the root cause.
Train and optimise AI agents and automated customer workflows to reduce repetitive contact.
Improve self-service capabilities and customer resolution rates.
Track CX metrics, provide reporting, and turn customer insights into business improvements.
About You
You might come from Customer Operations, Ecommerce Operations, RevOps, Process Improvement, or Systems & Automation. You're naturally curious, enjoy solving problems at the root cause, and are comfortable using AI and automation tools. Experience with Shopify, Recharge, Richpanel, Gorgias or similar ecommerce platforms is highly regarded.
Why Knobby?
Knobby is one of Australia's leading subscription apparel brands, building a lean, innovative business that embraces creativity, technology and continuous improvement. You'll have genuine ownership over a critical function that directly impacts customer experience, retention and long-term growth.
