Customer Experience Officer
Hero Head Quarters
Posted 1 day ago
Customer Experience Officer
Be part of something bigger. At HERO, your work isn’t just customer service, it’s helping save lives. As part of our team, you’ll be the first point of contact for people learning life-saving skills through HERO, and you’ll also support Tiny Hearts, our sister company dedicated to helping parents protect their little ones.
Here, you’ll enjoy flexibility with one WFH day each week, monthly RDOs, and a culture that celebrates its people: think team days, epic conferences, inspiring leaders, and Christmas parties that everyone looks forward to.
The Role
As our Customer Experience Officer, you’ll be the heartbeat of our customer interactions. Your mission: make every customer feel valued, understood, and supported. You’ll play a pivotal role in ensuring our service delivery is world-class, contributing to continuous improvement and helping shape our customer experience strategy.
About You
You’ll thrive in this role if you are:
Obsessed with delivering above-and-beyond service
A natural problem solver who can think on your feet
An exceptional communicator who engages confidently with all kinds of customers
A collaborative team player who thrives in a fast-paced environment
Highly organised with strong time management and attention to detail
Patient, empathetic, and an active listener
Comfortable on the phone, quick on a computer
Why Join HERO?
Flexibility: Enjoy one work-from-home day each week to balance life and work.
Impact: Every day, your work helps save lives. That’s purpose you can feel proud of.
Culture that celebrates you – Led by inspiring female leaders, we’re a team that supports, uplifts, and celebrates together. Think regular team days, epic conferences, special activities, and unforgettable Christmas parties.
Monthly RDOs, plus we shut down over Christmas and New Year so you can recharge.
Growth & recognition: Opportunities to learn, develop, and advance, while being recognised for the work you do.
How to Apply
We receive a high volume of applications and are proud of our low team turnover, people love working here. To help us get to know you better from the start, our process is simple:
🎥 Step 1: Record a short one-minute video telling us why you’d be a great fit for HERO
📧 Step 2: Send your video along with your CV to [email protected]
That’s it! No long forms, just a chance to show us who you are. We will be in contact to schedule an interview. Can't wait to meet you!
About Hero Head Quarters
Hero Head Quarters and Tiny Hearts were born from a community need. Co-founder Nikki, an advanced life support paramedic, witnessed from early on in her career the devastating results of this inaction and that educating parents BEFORE paramedics arrived would have the most significant impact in the community and ultimately save lives. Nikki reached out to her sister and career Educator, Rach with a proposal to change the first aid industry forever.
We have quickly grown to become one of Australia’s leading first aid providers. To date, Hero HQ has proudly transformed 250,000+ Australian's into ‘First Aid Heroes’, empowered with the knowledge and skills to save the life of their parent, friend, child, colleague, or even a stranger on the street.
Our vision is to lead the development and delivery of education and products that empower people in the most critical times in their lives - whether that’s in an emergency in the workplace, bringing their sweet baby into the world or using our skills and products at home during a long night to care for their sick child - our vision is to be there for our community and to support them throughout life providing confidence in their time of need.
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