Overview
Customer Service Team Lead Jobs in Greater Sydney Area at Vital+
Title: Customer Service Team Lead
Company: Vital+
Location: Greater Sydney Area
We're hiring someone to run the day-to-day.
Vital+ is a premium wellness brand selling ice baths, chillers, saunas, and accessories across AU, US, UK, and NZ. We're in an active build-out phase across our CX function and we're looking for a Team Leader to own the operational layer of our customer service team. This role reports directly to our CS/CX Manager. It's hands-on, and if you’re a customer obsessed superstar we want to hear from you.
What you'll do
Team Leadership and Performance
- Lead and coach our offshore CS team through 1:1s, ticket reviews, and structured development conversations.
- Own queue health and daily prioritisation during business hours, including roster and coverage management.
- Drive team performance against CSAT, response time, and resolution targets.
- Build a culture where quality is the default, not something you have to chase.
Escalation and Compliance
- Handle first-line escalations across warranty cases, order disputes, and high-value complaints, triaging efficiently and accurately.
- Maintain clear documentation and decision records across escalated cases.
- Apply working knowledge of ACL obligations including warranty determinations, consumer remedies, and when to escalate to the CS/CX Manager.
Process and Platform
- Act as the day-to-day Gorgias operator, keeping macros, views, and workflows clean.
- Monitor and manage external reviews and flag anything requiring escalation.
- Deliver ongoing training to the team as the function and product range evolves.
Insights
- Surface patterns across volume drivers, recurring issues, and quality gaps.
- Feed findings back to the CS Manager with clear context, not just raw data.
- Manage the CS team weekly newsletter.
What we're looking for
- 3+ years in customer experience with at least 2 years directly leading frontline agents in a DTC, e-commerce, or fast-moving consumer environment.
- Proven track record improving NPS/CSAT and reducing churn at scale.
- Experience leading offshore teams and navigating time-zone challenges.
- Working knowledge of ACL including warranty obligations, major and minor failure determinations, and consumer remedies.
- Passion for people management and development.
- Comfortable offering insights through data analysis and picking up qualitative themes.
- Strong written communication and negotiation skills.
- Ability to coach clear, brand-aligned tone.
- Strong knowledge and understanding of G Suite and related applications.
- Strong analytical skills; advanced Excel.
- NSW-based and available to work onshore full-time.
How you operate
- You hold a consistent high bar for your work, your team and your performance.
- Excellent leadership, communication, and stakeholder management skills.
- Strong analytical and problem-solving skills.
- Ability to work collaboratively across functions, geographies, and cultures.
- Strong commitment to consumer satisfaction and service excellence.
- You enjoy a lunch with the team and social events.
Why this role
- Vital+ is a brand people are genuinely passionate about and we have an amazing community!
- We offer 2 WFH days with consistent flexibility options and a highlight on a work-life balance.
- Incredible office location in Surry Hills Sydney in a dog-friendly office,
- You'll sit directly under the CS/CX Manager with a clear line of sight into strategy. The wellness category is growing, the team is tight, and this role has real visibility into a broader leadership track as the function matures.
- Competitive salary package with room to evolve as the business does.
To apply: Send through your application with a cover letter telling us why this role, and why Vital+ we want to hear from you. You can apply directly via this LinkedIn ad.
Note: Only successful applicants will be contacted. We appreciate everyone who applies, please keep connected should you not hear from us.
