At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.
About The Customer Operations, Enablement Specialist Role...
Shape the future of customer operations as our technical
Customer Operations Enablement Specialist
, focusing on
Intercom
optimisation and cross-functional technology delivery.This high-impact and highly visible role puts you at the center of customer experience transformation, where you'll gather requirements, design solutions, and implement automations that scale our customer teams' capabilities. Collaborating globally, you'll drive continuous improvement initiatives that directly contribute to customer satisfaction and digital-first business objectives.As the
technical subject matter expert for our Intercom service desk
, you'll partner with Customer Support, Onboarding, and Customer Success teams to deliver technology projects that enhance both customer experiences and team productivity. From ideation through implementation and optimization, you'll lead initiatives that leverage automation, AI, and data-driven insights to create measurable operational improvements.
What You'll Do...
- Technical enablement: Be the subject matter expert for all things Intercom. Work with Customer Teams to ideate, solution design, build and optimise workflows and processes in Intercom.
- AI & emerging technology: Deliver and optimise programs of work that leverage AI and automation to drive operational efficiencies and customer outcomes within Intercom
- Project Management: Lead the implementation and optimisation of projects and programs of work, driving positive technology and process outcomes in the Customer landscape.
- Continuous Optimisation: Identify opportunities for evolution and enhancement and work with key stakeholders across the customer teams to deliver continuous improvement.
- Stakeholder Engagement: Work closely with senior customer leadership to align on strategies and manage cross-functional initiatives. Escalate complex matters or senior stakeholder management tasks to the onshore Sydney team when necessary.
- Cross-Functional collaboration: Build relationships with key cross-functional teams across sales and marketing operations, IT, and CRM delivery to ensure alignment across projects and technology
- Analysis & Data: Track effectiveness of tools and processes, and establish baselines and controls to maintain performance.
What You'll Have...
- Wide Experience in technology-focused Customer Operations role with deep understanding of both operational and technical best practices
- Hands-on experience with customer service platforms (Ideally Intercom but equally Zendesk, Freshdesk, or similar would suffice)
- Experience with writing custom API calls and scripts, Building data connectors between systems & Creating custom webhooks
- Proven track record in a leadership role in technology projects from conception through successful delivery and adoption
- Self-motivated problem-solver with a proactive approach to building operational excellence
- Proven stakeholder management and cross-functional collaboration abilities
Preferred Skills
- Hands on experience building APIs and Webhooks in a customer service tool
- Working knowledge of Salesforce CRM or similar enterprise platforms
- Strong project management skills with ability to manage multiple initiatives simultaneously
- Background in change management and user adoption strategies
- Experience with AI-powered customer service tools and automation platforms
- Familiarity with customer success and support metrics and KPIs
Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
