ClassBento Customer Service Lead
Do you love customer service and have a passion for art, craft and cooking experiences? We’re looking for an enthusiastic and articulate Customer Service Lead with strong people skills to join our team in a hands-on leadership role to make a meaningful impact.About ClassBentoClassBento is a community marketplace for fun workshops, activities and leisure experiences, both in-person and online. We help people switch off, learn new skills, discover new passions and improve their wellbeing.In a world that’s more connected than ever, stress and burnout are on the rise. Our experiences give people the chance to slow down, get creative and enjoy the simple pleasure of making something with their own hands. It’s meaningful work, and we’re proud of the impact we have on individuals, teams and small businesses.About the RoleThis is a hands-on leadership role, ideal for someone who genuinely loves customer service and helping others. You’ll be joining a close-knit, high-growth team and will play a key role in shaping how our customers experience ClassBento.You’ll spend roughly 70%-80% of your time directly supporting customers via phone and Zendesk, and the remaining time on leading and supporting our two customer service team members in Australia.You will ensure that our Customer Service team consistently delivers exceptional service. You’ll coach and mentor your team, helping them grow, stay motivated and uphold high service standards across key customer touchpoints.You’ll oversee inbound channels both pre- and post-booking, ensuring a seamless experience for all customers — whether they’re organising a large group event, booking for themselves, or purchasing a gift.This is a full-time role, Monday to Friday, with some flexibility for the right person. The position is hybrid, with a requirement to work from our Chatswood office 2–3 days per week.
ResponsibilitiesUse Zendesk (or similar helpdesk software) efficiently, with a continuous improvement mindset to enhance team productivity and performance.Champion best practice across the team, ensuring SLAs and group request conversion metrics are consistently met.Manage and allocate the team roster. As an individual contributor, deliver exceptional customer service across inbound channels, primarily email and phone.Maintain our 5-star average rating on Google and other platforms.Act as an intermediary between customers and teachers to resolve queries and manage issues or conflicts with professionalism and empathy.Work closely with our