Customer Service Team Lead

About the Role

Vital+ is a premium wellness company offering ice baths, chillers, saunas, and related accessories across Australia, the US, the UK, and New Zealand. We are expanding our Customer Experience (CX) capabilities and seek a dedicated Team Lead to manage daily operations within our customer service unit. This hands-on position reports directly to the CS/CX Manager and requires a passion for excellent customer care.

Key Responsibilities

• Lead and mentor an offshore customer service team through regular one-on-ones, ticket reviews, and structured development talks.
• Manage daily queue health and prioritize workload during business hours, including scheduling and staffing oversight.
• Drive team adherence to customer satisfaction (CSAT), response time, and resolution goals.
• Create and nurture a culture that values quality as a standard practice.
• Handle initial escalations involving warranty issues, order conflicts, and serious complaints, making swift and accurate case assessments.
• Maintain thorough records and documentation for escalated matters.
• Apply knowledge of Australian Consumer Law (ACL), including warranty rules and consumer remedies, deciding when to involve higher management.
• Oversee day-to-day operation of the Gorgias support platform by maintaining macros, views, and workflows.
• Monitor external customer reviews and identify those needing escalation.
• Provide ongoing training to staff as new products and procedures develop.
• Identify patterns in support tickets, recurring problems, and quality concerns, communicating insights clearly to the CS Manager.
• Manage the weekly internal newsletter for the customer service team.

Candidate Profile

• Minimum three years of experience in customer experience roles, including at least two years managing frontline agents within DTC, e-commerce, or fast-moving consumer goods sectors.
• Proven success in enhancing NPS/CSAT scores and reducing customer churn at scale.
• Experience leading offshore teams and managing challenges related to multiple time zones.
• Familiarity with ACL, especially regarding warranty claims, failure classifications, and consumer rights.
• Strong passion for managing and developing people.
• Competent in analyzing data and extracting qualitative insights.
• Excellent written communication and negotiation skills.
• Able to coach agents on delivering brand-consistent messaging and tone.
• Proficient with G Suite applications and advanced Excel capabilities.
• Based in New South Wales and able to commit to full-time on-site work.

Working Style

• Maintain consistently high standards for your own work and that of your team.
• Exhibit excellent leadership, communication, and stakeholder engagement skills.
• Demonstrate strong problem-solving and analytical abilities.
• Collaborate effectively across different teams, locations, and cultures.
• Show strong dedication to customer satisfaction and service excellence.
• Enjoy social interaction with the team, including lunches and events.

Benefits and Culture

• Belong to a brand with a passionate, engaged community focused on wellness.
• Enjoy two work-from-home days per week alongside flexible working arrangements.
• Work from an attractive, dog-friendly office located in Sydney’s Surry Hills.
• Report directly to the Customer Service/CX Manager with clear visibility into strategic initiatives and career progression opportunities as the function grows.
• Receive a competitive salary package with further growth potential aligned with business success.