Customer Service Team Leader

About the role

We are looking for a hands‑on Customer Service Team Leader to run the day‑to‑day operations of Vital+’s CX function. Reporting to the CS/CX Manager, you will lead an offshore support team, manage queues and ensure a high‑quality, customer‑obsessed service across Australia, the US, the UK and NZ.

Key responsibilities

• Lead, coach and develop the offshore CS team through 1:1s, ticket reviews and structured development conversations.
• Own queue health, daily prioritisation, roster and coverage management during business hours.
• Drive performance against CSAT, response time and resolution targets while fostering a quality‑first culture.
• Handle first‑line escalations for warranty cases, order disputes and high‑value complaints, maintaining clear documentation and applying ACL obligations.
• Operate Gorgias daily – maintain macros, views and workflows, monitor external reviews and flag escalations.
• Deliver ongoing training as the product range evolves and produce the weekly CS team newsletter.
• Analyse volume drivers, recurring issues and quality gaps, and provide actionable insights to the CS Manager.

Required profile

• 3+ years in customer experience, with at least 2 years leading frontline agents in a DTC, e‑commerce or fast‑moving consumer environment.
• Proven record of improving NPS/CSAT and reducing churn at scale.
• Experience managing offshore teams and navigating time‑zone challenges.
• Working knowledge of Australian Consumer Law, warranty obligations and consumer remedies.
• Strong analytical, problem‑solving and stakeholder‑management skills.
• Excellent written communication and ability to coach a brand‑aligned tone.
• Based in NSW and available to work on‑site full‑time.

Required skills

• Gorgias platform
• Google Workspace (G Suite)
• Advanced Excel