We are seeking a Remote Team Lead Manager with a solid business/marketing background to take ownership of tickets, KPIs, HR functions, and team performance across our remote customer service and design teams. This role will reduce management friction for the Brisbane team, act as the anchor for the offshore team, and provide operational and marketing support.
Key Responsibilities
- Team Leadership & Oversight
- First point of contact for offshore team issues (sick cover, escalations, approvals).
- Oversee KPI reports, customer service performance, and recommend improvement plans.
- Conduct performance reviews and track development.
- Act as the daily connection for the Philippines-based team to maintain culture & engagement.
HR & Operations
- Handle leave requests, sick days, and schedule management.
- Minimize approval bottlenecks by holding equal decision‑making privileges as Brisbane CS Lead.
- Provide weekly KPI and performance reports directly to the client.
- Marketing & E‑commerce Support
- Assist with Shopify store management and marketplace operations (David Jones, The Iconic, etc.).
- Support marketing campaigns with reporting, execution follow‑up, and KPI alignment (not content creation).
Requirements
- Marketing Business Management Degree is preferred
- Strong leadership, communication, and problem‑solving skills.
- Demonstrated experience managing remote teams.
- Operational and e‑commerce experience (Shopify preferred).
- Robust Business Marketing knowledge (must understand the importance of profitability & KPI‑driven campaigns).
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