Customer Service Team Leader

2 weeks ago

Sydney, New South Wales, Australia Carma Full time

Backed by the latest technology and a state of the art automotive reconditioning facility, Carma makes buying pre-loved cars a seamless, hassle free experience.

From our reconditioning standards, through to delivery and customer support, our customers are really at the heart of everything we do.


About the Role;


Come on board to lead and grow our Customer Operations team Your team is responsible for ensuring that all Carma Customer's have an incredible experience purchasing their pre-loved car.

You'll be an experienced people leader, enjoy coaching and developing your team around you, and also love rolling up your sleeves and leading by example with customer interactions as well

Responsibilities;:

  • Managing a team of Customer Service Representatives; coaching, developing and mentoring them as they deliver amazing experiences to all of our customers
  • Creating and analysing different reports to and creating actions and improvements based on the data
  • Wearing different hats we're a startup business, so you'll be jumping in on different projects with other departments to optimise the customer journey
  • Exceed Customer Satisfaction Scores (NPS) and other KPIs and targets
  • Have a continuous improvement mindset, always looking for ways to improve and optimise all of our processes, with customer satisfaction being at the forefront of all decisions

About You;:

  • You'll have a minimum of 2 years experience managing a customer service call centre/ contact centre team
  • Experience within a fast paced, FMCG or startup environment would be an advantage
  • Technically savvy and experience using a CRM
  • Strong business acumen able to read and analyse different reports
  • Amazing communication skills both written and verbal
  • A degree in business or a relevant field would be an advantage, but not required
  • Knowledge or interest in the automotive industry would be a bonus

Working at Carma:

  • Work in our amazing office in Alexandria, complete with games area, fresh coffee and beer fridge for Friday celebrations
  • We're a growing business and looking for people who want to grow their knowledge and career with us whether that's in the Customer space or in other departments
  • Flexibility and wellbeing are at the core of our values, we want to make sure Carma is a great place for everyone


At Carma, we are committed to enhancing our amazing culture, and ensure every Carma employee can bring their best self to work We embrace diversity and inclusion, are committed to safe work practices and make sure that we have support for all people to grow and develop with us.

When you apply, please let us know of any reasonable adjustments you may need during the interview process.

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