Job Title: Customer Service Team Lead
About the Role
We are seeking an experienced and people-focused Customer Service Team Lead to join our organization. The successful candidate will be responsible for leading, motivating, and supporting a high-performing team to deliver exceptional customer experiences across all touchpoints.
The ideal candidate will have a strong business operations understanding and adaptability to evolving team needs, with excellent written and verbal communication skills and the ability to motivate others, resolve complex issues, and drive improvements that enhance both team performance and customer satisfaction.
Key Responsibilities
1. Lead, coach, and mentor the Customer Service team to deliver outstanding customer experiences.
2. Actively manage customer queries, orders, returns, and escalations across multiple channels.
3. Take ownership of complex issues, ensuring timely and effective resolution.
4. Monitor and analyze customer feedback, implementing strategies to improve service.
5. Promote a customer-first mindset and role model our values in all interactions.
6. Prepare and present regular performance reports on team productivity, quality, and customer satisfaction.
7. Communicate business updates, expectations, and targets to the team.
8. Ensure data integrity across Sales Orders and maintain accurate administration and records.
9. Collaborate with other departments to resolve issues and enhance cross-functional processes.
10. Manage recruitment, onboarding, training, and ongoing development of team members.
11. Oversee team schedules, workload distribution, and ensure adequate coverage.
12. Drive continuous improvement initiatives and support compliance with policies, procedures, and regulations.
Requirements
The successful candidate will have:
* 2–3 years' experience in a customer service team environment.
* Demonstrated leadership ability with experience guiding and supporting a team.
* Strong business operations understanding and adaptability to evolving team needs.
* Exceptional written and verbal communication skills.
* Proven capability in identifying and implementing process improvements.
* High-level customer service skills with a solutions-focused mindset.
* Previous experience with NetSuite (preferred).
* Qualifications in leadership, business, or related field, or equivalent work experience.
Please note that due to the nature of this role, we can only accept applications from candidates with full Australian working rights.