▷ (Apply in 3 Minutes) CX Team Leader

1 week ago

Sydney, Australia Rhino-Rack Full time

Job Category: Call Centre and Customer Service

Customer Experience Team Leader

Location: Eastern Creek, NSW

Are you a natural leader with a passion for creating outstanding customer experiences? This newly created role is a chance for a driven leader to make their mark at Rhino-Rack, a global adventure brand on the rise. As our Customer Experience Team Leader, you will play a pivotal role in shaping our service delivery, leading a passionate team, and driving a truly customer-centric culture.

Why Rhino-Rack?

We are more than just roof racks; we are a global adventure brand with a purpose.

Here is what you will love:
Hybrid work options
Staff discounts on top-tier gear
Free onsite parking
“Make Space for Adventure” Leave
Employee Assistance Program
Inclusive, fun, and passionate team culture

At Rhino-Rack, every day is an opportunity to help people live their adventure. Ready to lead the charge?

Job Description

What you will be doing

- Leading and developing a dynamic CX team handling enquiries across phone, email, and CRM
- Resolving escalated customer issues with empathy and efficiency
- Driving a culture of service excellence and continuous improvement
- Monitoring KPIs, coaching team members, and sharing customer insights to influence change
- Supporting cross-functional collaboration across departments and regions
- Managing training, SOPs, and process updates to ensure consistency and quality

What you will bring

- 4+ years of experience leading customer service teams
- Background in B2B/B2C environments, ideally in product, manufacturing or wholesale
- Excellent communication, time management and problem-solving skills
- Confidence working in a fast-paced, hands-on environment
- Familiarity with CRMs (HubSpot), NetSuite, and customer experience metrics like NPS
- Experience managing remote or hybrid teams is a plus

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