CX Readiness & Response Manager (Incident & Surge)

About EatClub 

At EatClub, we believe restaurants and bars are the beating heart of every city’s culture. Whether it's discovering a hidden gem, grabbing a late-night takeaway, or meeting friends for a drink, our mission is simple: help the hospitality industry thrive through smart, powerful tech.

Our platform helps over 2 million customers discover top restaurants and access real-time deals that save them up to 50% off the bill. We empower more than 5,000 venues to fill empty tables, increase foot traffic, and maximise revenue.

#1 app in Food & Drink and awarded Australia's Fastest Growing Tech Company by the AFR in 2025. Now is an exciting time to join our team. Initially co-founded by Marco Pierre White and leaders in the food tech scene, we're now a 150+ person scaleup that's growing fast and making waves in the industry.

Why You’ll Love Working With Us

• Be part of an innovative company shaping the future of dining
• Autonomy, flexibility, and a collaborative culture
• Build a new capability from the ground up - this is not an inherited function, it is yours to design
• Real operational ownership in a business that is scaling fast across Australia, New Zealand, and the UK
• Work at the intersection of CX, operations, and technology - using AI tools to make the work smarter, not just faster
• A role with visible impact - when something goes wrong or volume spikes, you are the person who makes the difference
• Staff discounts and dining vouchers to enjoy through EatClub
  

A Day-in-a-Life of our CX Readiness & Response Manager

EatClub is growing - across markets, products, and major partnerships. With that comes more complexity and moments where customer demand can change quickly. Sometimes that is an outage. Sometimes it is a campaign launch, a bulk outreach initiative, or a volume spike that nobody saw coming.

Right now, those moments rely too much on improvisation and individual effort. Your job is to change that.

You will own how Customer Experience prepares for and responds to unusual or additional volume - building the processes, the flexible capacity, and the communication systems that mean every incident or surge is handled cleanly, without heroics.

Your week does not follow a predictable rhythm. Some days you are doing the planning work: mapping the capacity model ahead of a campaign launch, building out a contractor bench, updating the macros and guidance documents the team will need. Other days you are in the middle of something live - coordinating across CX, Product, and Engineering as a customer issue unfolds, keeping leaders informed, making sure nothing falls through the cracks.

What stays consistent is your ownership of the outcome. You do not stop at the handoff. You follow the work through, track where customers are getting stuck, and make sure the right people have what they need to resolve it. After every incident or surge, something gets better - the workflow, the routing, the documentation, the staffing model. You are the person who makes sure that happens.

On any given week, you will be:

• Planning and preparing CX capacity ahead of campaigns, launches, and anticipated volume spikes - including guidance documents, macros, routing logic, and contractor briefing
• Leading the operational response when additional support is required - creating clear priorities, keeping frontline teams and CX leaders aligned, and making sure work reaches the right people cleanly
• Managing and developing a flexible bench of trained contractors who can step into the operation quickly without sacrificing quality
• Tracking volume, backlog, and customer outcomes so the business always has a clear picture of what is happening and what still needs attention
• Coordinating with Product, Engineering, and Payments to surface customer impact clearly and make sure underlying issues reach the right owners
• Building and improving the processes, workflows, and AI-assisted tools that make every future incident or surge easier to manage than the last

Type of projects you’ll be working on at EatClub…

• Flexible capacity model: Building and maintaining a trained contractor bench that can be activated quickly when volume increases - including onboarding, quality standards, and the routing infrastructure that gets work to the right people fast
• Incident response framework: Designing the playbooks, communication templates, and escalation paths that turn a reactive crisis into a managed, well-communicated response - for frontline teams, CX leaders, and senior stakeholders simultaneously
• Campaign readiness: Working ahead of every major campaign or launch to ensure CX is prepared - capacity planned, guidance updated, messaging ready, and contractors briefed before volume arrives
• AI-assisted operations: Building workflows, trackers, and documentation systems using AI tools that reduce manual effort, improve visibility, and make the team faster without adding headcount
  

You have….

• 3+ years in customer support, with experience beyond the frontline - as a senior agent, escalations specialist, subject matter expert, or team lead
• A track record of coordinating people and outcomes across teams without formal authority - you create direction even when others do not report to you
• Strong written and verbal communication skills - you can translate a complicated, fast-moving situation into a clear message for customers, frontline teams, and senior leaders simultaneously
• Experience using data to understand workload, track customer outcomes, and identify where attention is needed
• Genuine curiosity about AI and operational tooling - you are already using these tools to make your work faster and better, not planning to start

It would be extra awesome if you also had…

• Experience in consumer tech, fintech, payments, or a high-volume marketplace environment
• Familiarity with Zendesk or similar helpdesk platforms
• Exposure to incident response, contractor coordination, or distributed team management
• Experience building operational processes or workflows from scratch

You are…

• Someone people trust when things get busy or unclear - you bring calm and direction, not more noise
• A strong communicator who can make complicated situations simple for the people who need to act on them
• Structured by instinct - you naturally turn messy information into clear processes, guides, and trackers that others can follow
• Decisive with incomplete information - you make the call, communicate it clearly, and adjust as things become clearer
• Relentless about follow-through - you own the outcome, not just the plan, and you do not consider something done until it is actually resolved

If you do a good job…

CX will flex with the business. When volume increases - whether from a campaign, a launch, or something unexpected - trained people will be ready, tickets will route cleanly, and the team will have exactly what they need to handle it well. Incidents will be managed, not survived. Leaders will have visibility. Customers will not fall through the gap.

After every surge or incident, the process will be measurably better than the last one. And the capability you have built will become one of the quiet reasons EatClub can scale without the customer experience breaking under the weight of its own growth.

Maybe this role is not for you if….

• You prefer a stable, predictable work environment - this role exists precisely because demand is not always predictable
• You are most comfortable within a clearly defined team structure — a significant part of this role involves coordinating people who do not report to you
• You stop at the handoff — this role requires following outcomes through, not passing them on
• You are not interested in building processes from scratch - there is meaningful design work ahead, not just a system to maintain
• You are not yet curious about AI tools - using them to improve operational workflows is a core part of where this function is heading

One last note: even if you feel that you don’t meet all the criteria above, we encourage you to apply. Past work experience is not the only indicator of future success, and we are on the look out for hungry talent who wants to grow with us. So if you want to be a part of something remarkable, then we’re excited to hear from you.