Head of Customer Experience and Legal Counsel

About the Opportunity 
The Head of Customer Experience and Legal Counsel is a pivotal leadership role, responsible for optimising and driving overall performance upgrades of our critical onboarding, support and post sales operation.
This is an extensive role requiring exceptional detail orientation, process mapping and operations capability. Due to the global nature of the business - these are around-the-clock departments! 

Reporting to the CEO and collaborating closely with the Head of Product & Engineering, this role will champion a seamless customer experience, ensuring every touchpoint reflects our commitment to creating repeatable, trusted, and valuable interactions on our platform.

This position will be based in Melbourne at our Cremorne HQ and you will lead a team of 11.

This is a fast paced and varied role in which you will be responsible for: 
Strategic Leadership:

• Define and execute the end-to-end customer experience strategy, ensuring alignment across Onboarding, Support & Experience, and Post-Sales Enablement to deliver a unified, high-impact customer experience.
• Collaborate with senior leadership to integrate customer insights into product development and business strategies, fostering a customer-centric culture.
• Continuously assess and overhaul processes to streamline workflows, improve efficiency, and enhance the overall customer experience.
• Evaluate big-picture themes and patterns by analyzing Flippa’s user experience and collaborating with Product & Engineering to prevent larger issues from occurring.

Operational Excellence:

• Empower and guide the team leaders to drive operational performance within their remit, ensuring each function operates effectively while staying aligned with overarching strategic goals.
• Be the escalation point for complex issues, providing leadership in handling high-stakes customer inquiries and complaints.
• Drive improvement in customer communications, establishing priority queues, setting expectations, and working with broader teams to develop more sophisticated support offerings.
• Lead from the front — actively engage in support queues where needed to stay close to the customer experience.
• Drive the development of Flippa’s core support services, ensuring advancements improve speed, quality, and efficiency.
• Provide solutions-oriented support by working with internal teams to continuously identify and optimize touchpoints for a smoother customer experience.
• Ensure common customer questions are addressed proactively through resources like Flippa’s knowledge hub.

Customer Advocacy & Experience:

• Champion the voice of the customer internally, ensuring insights from customer interactions inform product improvements and strategic decisions.
• Design and implement scalable, personalized engagement strategies to foster trust, loyalty, and repeat business.
• Grow Flippa’s adoption rate by effectively communicating 'How Flippa Works' to new potential customers.
• Lead initiatives to improve retention and lifetime value, ensuring that every customer interaction builds trust and deepens relationships.
• Innovate and enhance processes to improve satisfaction, productivity, and the team’s ability to meet customer needs.

Legal Counsel:

• Provide expert legal guidance on marketplace operations, ensuring compliance with relevant international laws, consumer protection regulations, and platform policies.
   
• Draft and review commercial agreements, including customer terms and service level agreements.
   
• Proactively identify and mitigate legal risks related to customer interactions, dispute resolution, and platform liability.
   
• Act as a trusted advisor to leadership on legal matters impacting the customer experience, balancing risk with operational goals.

Team Leadership:

• Lead a diverse, globally distributed team of 11 people, including 5 direct reports across the US and remote locations.
• Provide direction, coaching, and motivation to ensure team success.
• Develop staffing plans to meet demand, including shift patterns and resourcing.
• Set performance targets focused on speed, efficiency, and continuous improvement.

Key Skills & Experience

• Proven experience leading multi-functional customer experience teams.
• Strong strategic mindset with the ability to balance long-term vision with operational delivery.
• Proven ability to navigate complex legal matters, providing strategic counsel and risk management within a fast-paced, customer-centric environment. 
• Skilled in balancing legal risk with operational and business objectives, ensuring seamless platform operations and customer trust.
• Exceptional stakeholder management and collaboration skills, especially with executive teams and product/engineering leadership.
• Demonstrated success in transforming and optimizing customer operations, driving improved customer satisfaction and retention.
• Data-driven approach with a deep understanding of customer success metrics and operational KPIs.
• Ability to lead, coach, and inspire high-performing, cross-functional, and geographically dispersed teams.

What you bring to the table

Qualifications & Experience:

• Bachelor’s degree in Business, Commerce or Law highly regarded.
• Strong experience in a customer-focused environment.
• Proven experience managing and building teams — strong emotional intelligence (EQ) is critical to success in managing a remote, globally dispersed team.
• Strong customer support focus, demonstrated through prior work experience.
• Comfortable navigating ambiguity and solving customer needs across functional lines to advocate for and resolve issues.
• Experience in start-up or fast-paced tech environments is highly desirable.
• Familiarity with key platforms such as Slack, Google Workspace, Zendesk, and HubSpot.

Attributes for Success:

• Proven ability to operate and thrive in fast-paced, dynamic environments, working with global clients.
• Demonstrated experience juggling multiple projects effectively without losing focus on key priorities.
• Experience in marketplace environments, high-growth tech businesses, or digital real estate is an advantage.
• Direct knowledge of the small business digital ecosystem is a plus.

Own Your Future at Flippa
We are the #1 platform to buy and sell online businesses. We help more business owners sell and more investors acquire than any other platform on earth. We have ambitious goals to 5x our business in the next three years as we fast track progress and become the investment bank for the 99%.

Flippa’s mission is to give every business owner a pathway to exit. Our platform powers the trading of digital assets and online businesses; we invented the space and are the market leaders. Our unique peer-to-peer AI-based matching and complete deal-making platform, including integrated deal/data room, legal and due diligence products, and leading brokers, makes us the market leader without a peer. It’s a great time to join and own a big part of our future.

Pay & Benefits 
Flippa offers a creative, solution-oriented culture of smart and nice people. You'll work with passionate colleagues, tackle challenging problems, and enjoy competitive remuneration, including equity. We offer a suite of perks and benefits, including generous paid time off (birthday leave, study, volunteering, and preventative health) and budgets for wellness and personal growth.