EatClub - Sydney or Melbourne
Full-Time | Hospitality Tech | Growing Start-Up
Join the Food Tech Revolution at EatClub
EatClub Is One Of Australia's Fastest Growing Tech Companies Backed By Iconic Chef Marco Pierre White And Trusted By Thousands Of Restaurants Across Australia And The UK. Our Mission Is Simple: Help restaurants fill empty tables. Help diners discover last-minute dining deals. Help the hospitality industry thrive. With more than 2 million diners on the app and rapid global expansion, we are building something special and exceptional customer support sits at the heart of it. We don't just answer questions. We build genuine connections, create memorable experiences, and make our users feel part of our journey.
The Role
This is not a "keep the lights on" support role. Reporting to the Head of Customer Experience, you'll take ownership of a high-potential CS function, bringing structure, clarity, and leadership to a team that's looking for guidance rather than control.
* The systems are catching up.
* The team is there (offshore 30+ and growing).
* What's missing is strong, human leadership.
If you enjoy building belief, developing your team, and creating order without needing perfect conditions, this role will stretch you in the right ways.
What You Will Be Doing
* Lead and Inspire the Team
* Build strong relationships with offshore support teams
* Lead from the front, setting the standard for high-quality communication and customer care, and stepping into inboxes whenever needed
* Foster a positive, supportive team environment and be a champion of the eatclub brand
* Keep the team connected and engaged through regular check ins and activities
* Own Daily Customer Operations
* Manage support queues across email, chat and phone
* Monitor response times during peak AU and UK hours, with a strong understanding of performance metrics and the levers that drive them
* Handle escalations and ensure timely resolutions
* Adjust shifts to maintain solid service coverage
* Coaching, Training and Growth
* Coach and develop team members through regular feedback, training and support to develop individual performance
* Contribute to building and scaling the team, including assisting with recruitment, interviews and onboarding
* Run regular one-to-ones and expectation setting sessions
* Support training on communication, product knowledge and processes
* Identify team members ready for new responsibilities
* Improve Processes and Quality
* Identify recurring issues and recommend improvements
* Work with the Support Operations Manager to refine workflows
* Ensure processes are followed and kept up to date
* Maintain Communication Excellence
* Uphold a consistent tone across all markets
* Coach the team on clarity, empathy, structure and professionalism
What We Are Looking For
* 2-3 years in a Customer Service leadership role (Lead / Senior / Supervisor level)
* Strong communication skills and ability to coach and inspire
* Hands on leadership style and willingness to lead from the front
* Experience guiding remote teams
* Passion for helping people grow
* Availability to work evenings and weekends when required
Extra points if you have
* Hospitality, marketplace, or SaaS background
* Experience working with offshore teams
* Familiarity with HubSpot or similar CRMs
Why You Will Love EatClub
* Join a fast growing Australian start up expanding across the UK and AU
* Recently raised 18.2 million in funding
* Real career progression and leadership growth opportunities
* Work with a supportive, collaborative leadership team
* Staff discounts and dining vouchers to enjoy through EatClub
* Your work has immediate impact in a fun, energetic environment
Ready to Apply?
If you are passionate about leading great teams and delivering outstanding customer experiences, we would love to hear from you. Apply now and help us shape the future of hospitality.
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