Customer Experience Team Lead

1 week ago

Brisbane, Queensland, Australia A.k.a. Brands Full time
About Petal & Pup

Petal & Pup is a leading online shopping destination, founded in 2014 with a passion for curating must-have trends for the Australian customer. With a strong presence on social media and a digital storefront, we have grown into a global brand with over 2 million followers across various channels and operations in Australia and the USA.

Job Summary

We are seeking a highly motivated and experienced Customer Experience Team Lead to oversee the day-to-day operations of our CX Team. The successful candidate will be responsible for ensuring smooth team operations, effective collaboration, and exceptional customer service.

Key Responsibilities
  • Oversee the day-to-day operations of the CX Team, ensuring smooth team operations and effective collaboration.
  • Supervise, manage, and motivate team members on a daily basis, providing individualized coaching and training as needed.
  • Implement strategies to achieve team goals, delegating tasks based on each member's strengths and skills.
  • Maintain clear and open communication within the CX Team and across all departments, creating an inspiring team environment and open communication culture.
  • Develop and maintain strong professional relationships with the CX Team and across all departments.
  • Conduct team performance evaluations and report on metrics, monitoring and communicating any issues with management promptly.
  • Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms.
  • Meet and strive to exceed individual and team Customer Experience KPIs and targets.
Requirements
  • 2+ years of customer service experience with a track record of providing excellent customer service.
  • Education in Business or related field.
  • Basic level of understanding of CRM Platform and communication tools.
  • Experience in retail e-commerce direct to consumer operations preferred.
  • Advanced computer skills including Microsoft Windows and Google Suite.
  • Experience with Shopify Plus desirable.
What We Offer
  • Flexible scheduling and rostering practices.
  • Amazing employee discount program (50%).
  • Company-paid employee assistance and mental health plans (EAP).
  • Individual and team-based leadership development programs.
  • A positive company culture that celebrates both personal and company milestones.

Petal & Pup is an Equal Opportunity Employer (EOE) committed to a diverse and inclusive workplace. We encourage applicants from all walks of life to apply. If you need assistance or accommodation during the hiring process due to a disability, please contact us at -

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