Customer Service Team Lead

About the role

Vital+ is a premium wellness brand expanding its customer experience function across Australia, the US, the UK and New Zealand. We are looking for a hands‑on Customer Service Team Lead to own the day‑to‑day operations of our offshore CS team and drive service excellence.

Key responsibilities

• Lead, coach and develop offshore agents through 1:1s, ticket reviews and structured development plans.
• 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, ensuring compliance with ACL obligations.
• Operate Gorgias daily – maintain macros, views and workflows, monitor external reviews and flag escalations.
• Deliver ongoing training as product range evolves and produce a weekly CS team newsletter.
• Surface 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 DTC or e‑commerce.
• 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 (ACL) warranty and remedy obligations.
• Strong analytical mindset, data‑driven insight generation and excellent written communication.

Required skills

• G Suite
• Excel (advanced)
• Gorgias platform