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Customer Service Lead

Vital+Sydney, New South Wales, Australia

3 days ago

Job description

Vital+ Surry Hills, New South Wales, Australia

Direct message the job poster from Vital+

Operations & Supply Chain Leader | Driving Efficiency & Growth Across ANZ, UK, & US Markets

Job Title : Customer Service Lead

Location : Surry Hills , Sydney (hybrid – three days in office, two days WFH)

About Us :

Vital+ is an Australian based rapidly growing Health and Wellness e-commerce company with operations across Australia, the US, the UK, and New Zealand. We specialize in providing accessible, high-quality portable ice baths and saunas designed for home use. Our mission is to enhance health, wellness, and recovery for people all around the world.

Job Description :

Reporting to the Vital+ Operations Manager, as Customer Service Team Leader you will manage a squad of 4–6 offshore agents handling email, live-chat and social enquiries. You’ll have a hands-on role handling day to day ticket enquiries, owning daily performance against critical KPIs and SLAs, coaching your team to deliver seamless customer experiences whilst partnering with Operations, Logistics and Marketing. You’ll also champion the adoption of AI-assisted replies & Phone Support process automations in Gorgias to scale support as Vital+ continues its global growth.

Key Responsibilities :

People Leadership & Development – schedule shifts, run daily stand-ups, deliver weekly 1-to-1s & feedback and foster a high-performance culture for our remote team.
Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency;
Monitor performance and lead the team to achieve key performance indicators (KPIs) providing a high standard of service and first point resolution to internal / external customers.
Real-time Queue Management – monitor dashboards, redistribute workload and escalate risks to service levels.
Develop strong technical and theoretical knowledge of Vital+ product assortment, support processes and outcomes, policies and procedures, systems and knowledge base. Supporting the team with all enquiries and escalations where required.
Tier-2 Escalation Handling – improve and resolve complex cases in the customer journey, coordinating with Logistics, Product and Marketing for swift solutions.
Process & AI Optimisation – analyse ticket trends, recommend Gorgias macros, AI draft replies and knowledge-base updates to improve efficiency.
Reporting & Insight Sharing – compile daily / weekly metric and feedback packs for the Operations Manager; surface customer feedback to develop initiatives and influence roadmap.
On-boarding & Training – maintain our Customer Service Playbook, deliver induction for new hires, create micro-learning modules when processes change, implement and adjust standard operating procedure.
Cross-Functional Processes Projects – lead cross functional processes working with internal and external stakeholders and represent Customer Service in peak-season planning and new market launch readiness.
Ensure adherence to policy, procedures, and compliance standards for all customer contact channels incl. email, socials, chat and phone

Requirements :

2 + years leading or mentoring agents in a high-volume B2C e-commerce environment.

Passion for People management and development

Demonstrated success in developing, implementing, achieving and assessing CSAT and SLA targets across email, chat or social channels.

Data analysis & reporting : building or interpreting reporting and translating trends into clear coaching actions and workflow improvements.

Experience leading remote / offshore teams and navigating time-zone challenges.

Strong written communication and negotiation skills with the ability to coach clear, brand-aligned tone

Availability for occasional after-hours escalation during promotional peaks.

Hands-on expertise with CRM Systems

Strong knowledge and understanding of G Suite and related applications

Why Join Us?

Lead a close-knit team at the forefront of Vital+’s customer experience.

Influence CX strategy as we add 8–10 new agents and expand AI capability over the next 18 months.

Hybrid work model, wellness allowance, staff discount on recovery products and regular “recovery hour” ice-bath sessions.

Be part of a mission-driven brand improving global health and wellbeing.

Visit link below for more :

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Wellness and Fitness Services

Referrals increase your chances of interviewing at Vital+ by 2x

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Customer Service • Sydney, New South Wales, Australia