Customer Care Lead

About the role

The Customer Care Lead owns the resolution of escalated customer complaints across APAC, acting as the operational link between customers and regional Customer Service and Aftersales teams. Reporting to the Head of Customer Service APAC, the role shapes processes and manages relationships with dealers and roadside assistance partners.

Key responsibilities

• Take ownership of every escalated case and drive it to resolution within agreed service levels.
• Advocate for customers end‑to‑end, coordinating diagnosis, parts orders, repairs and follow‑up communication.
• Apply Australian Consumer Law to ensure compliance and manage goodwill decisions and financial submissions.
• Partner with dealer network to guarantee repairs meet technical standards, warranty policy and regulatory requirements.
• Manage the Roadside Assistance partner to meet service expectations.
• Maintain the CS Escalations Tracker and support weekly management review and regional reporting.
• Improve processes to embed best practice across the region.

Required profile

• 5+ years in a customer‑facing role handling escalated complaints, preferably automotive or high‑end retail.
• In‑depth knowledge of Australian Consumer Law.
• Proven ability to manage complex, multi‑stakeholder cases and influence without direct authority.
• Strong communication, attention to detail and ability to prioritise under pressure.
• Commercial acumen, conflict‑resolution experience and practical understanding of vehicle operation.

Required skills

• Outlook
• Word
• Excel
• PowerPoint