Customer Service Lead

About the role

EatClub, a food-tech company behind a restaurant discovery app used by over 2 million customers, is looking for a Customer Service Lead to own the day-to-day performance of its Australian customer support operation. The role leads a team of 30+ agents based primarily in the Philippines, working in a hybrid workplace within the Operations department.

Key responsibilities

• Manage staffing, rosters, attendance, shift coverage and daily service performance across chat, email and other support channels
• Own recruitment, interviews, selection and onboarding, so new agents become productive quickly
• Track individual and team productivity, SLAs, quality and backlogs, and act early on issues
• Run one-on-ones, give feedback, manage underperformance and develop frontline supervisors
• Investigate customer issues and support agents with difficult cases
• Implement better processes, training and support tools to improve efficiency and customer experience

Required profile

• 3+ years of direct people management in customer service or high-volume operations
• Proven experience managing staffing, performance, recruitment and onboarding
• Experience leading offshore or remote teams, ideally in the Philippines
• Track record of using performance data to improve productivity, quality and service levels
• Strong organisation, attention to detail and excellent communication skills

Required skills

• Bonus: Zendesk, live chat, workforce management, hospitality, marketplaces or fast-growing technology businesses

What we offer

• Salary of AUD 110,000 to 130,000
• Hybrid workplace
• Staff discounts and dining vouchers