Customer Service Team Lead

4 weeks ago

Melbourne, Victoria, Australia at Full time
Overview

DECJUBA is a leading Australian fashion retailer driven by our purpose to embrace our fearlessness and empower women. Bold, innovative, and grounded in our values, we've grown to over 140+ stores across Australia and New Zealand, powered by a passionate team who bring energy and authenticity to everything we do.

At DECJUBA, we do more than just sell clothes - we create an experience, build a community, and champion confidence through style.

The Opportunity

As a Customer Service Team Leader, you'll play a hands-on role supporting both our customers and our team. Acting as the first point of contact for escalations, you'll lead, coach, and empower a team of Customer Service Agents (both onshore and offshore) to deliver consistently AMAZING experiences across live chat, email, and store support channels. Working closely with the Customer Service Manager, you'll drive team performance, implement process improvements, and foster a positive, solutions-focused culture that champions our customers and our people.

Responsibilities
  • Lead and coach the team in the day-to-day to deliver consistently amazing customer experiences across all channels.
  • Manage escalations, store queries, and complex customer issues with empathy and professionalism.
  • Set daily priorities and goals, supporting the team to meet and exceed KPIs across service quality, CSAT, and resolution times.
  • Partner with the Customer Service Manager to implement new processes, systems, and automation tools that enhance efficiency and customer experience.
  • Maintain a strong feedback loop, representing the voice of both customers and the team.
  • Contribute to reporting on team performance and channel insights.
  • Foster a positive and inclusive team culture, encouraging continuous learning, resilience, and growth.
Qualifications
  • Proven leadership experience in customer service (retail/eCommerce or similar).
  • Strong coaching and mentoring skills, with the ability to motivate and inspire teams to achieve goals.
  • Hands-on approach to supporting both customers and staff.
  • Excellent communication skills with the ability to build trust across teams and stakeholders.
  • Proficiency in CX platforms (Gorgias, Shopify, CRM tools) with an interest in emerging technology and automation.
  • Organised, solutions-focused, and resilient, with a genuine passion for creating AMAZING customer experiences.
Benefits
  • A culture that's fast-paced, collaborative, and unapologetically bold
  • Access to amazing team perks - including 50% team discount and retail incentives
  • Ongoing development through dedicated learning platforms + leadership programs
  • Regular team events, recognition and an environment where ideas are heard and encouraged
  • Work with a supportive team where your growth and wellbeing matter

Ready to lead with purpose and deliver next-level customer experiences? Apply now

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