Senior Customer Care Team Leader

4 weeks ago

Melbourne, Victoria, Australia Lyka Full time
About Lyka

Lyka is a pioneering pet wellness company that's revolutionizing the industry with a preventative, holistic, and personalized approach to pet care. Our mission is to increase the lifespan of dogs and cats by addressing the root cause of health issues, rather than just treating symptoms.

The Role

We're seeking a Senior Customer Care Team Leader to join our team and provide hands-on management and leadership to a team of Customer Care Specialists. As a key member of our senior leadership team, you'll be responsible for driving process improvements to enhance our customers' experience and ensuring that our Customer Care team is achieving our key servicing metrics.

Responsibilities
  • Directly manage a team of 5-10 Customer Care Specialists who respond to customer contacts via email, live chat, and phone.
  • Support the senior leadership team to ensure that the Customer Care team is achieving our key servicing metrics, such as SLAs and CSAT.
  • Use data to make decisions and provide insights on how to improve team and individual performance.
  • Drive projects within the Customer Care department around process improvement and service innovation.
  • Collaborate with other departments effectively.
  • Live and work in accordance with Lyka's values and principles at the workplace.
Requirements
  • 3+ years' recent leadership experience within a contact centre environment.
  • A strong passion for providing exceptional service, fostering customer loyalty, and positive sentiment.
  • Organized, with a high attention to detail.
  • Resilient, high sense of ownership, and comfortable working within a fast-paced environment.
  • Willingness to learn new topics, such as dog nutrition and wellness.
  • Well-versed verbal and written communication skills, with strong English and grammar.
  • Must love dogs.
Benefits
  • Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product.
  • Growth and Development - Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands.
  • Work for a sustainability-focused company - we care about the health of our pets and our planet. We're proud to be Australia's only carbon-negative and plastic-negative pet company, and we're always looking at ways to improve sustainability practices.
  • Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
  • 12 weeks of paid parental leave for primary and secondary carers, alongside 2 weeks of miscarriage leave in the first twenty weeks. We also offer 18 paid weeks to both primary and secondary carers if you have been at Lyka for over two years.
  • Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.
  • Hybrid working model - we have pet-friendly offices and industrial kitchens in Sydney and Melbourne.
  • Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life.

We are committed to building inclusive and diverse teams.

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion. We celebrate diversity, are devoted to creating an inclusive environment for all staff, and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.

  • Senior Customer Care Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Lyka Full time

    About LykaLyka is a pioneering pet wellness company that's revolutionizing the industry with a preventative, holistic, and personalized approach to pet care. Our mission is to increase the lifespan of dogs and cats by addressing the root cause of health issues, rather than just treating symptoms.The RoleWe're seeking a Senior Customer Care Team Leader to...

  • Senior Customer Care Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia Lyka Full time

    About LykaLyka is a pioneering pet wellness company that's revolutionizing the industry with a preventative, holistic, and personalized approach to pet care. Our mission is to increase the lifespan of dogs and cats by addressing the root cause of health issues, rather than just treating symptoms.The RoleWe're seeking a Senior Customer Care Team Leader to...

  • Customer Care Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Siemens Healthcare Pty. Ltd. Full time

    As a Customer Care Team Leader at Siemens Healthineers, you will be responsible for leading and coaching a group of coordinators in our Customer Call Centre to ensure efficient delivery outcomes.Your role:Lead and coordinate a group of dedicated qualified professionals locally to achieve targets set.Provide a suitable work environment and implement people...

  • Customer Care Team Leader

    2 months ago

    Melbourne, Victoria, Australia Siemens Healthcare Pty. Ltd. Full time

    About the Role:We are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Siemens Healthineers. As a key member of our Customer Call Centre, you will be responsible for leading and coaching a group of coordinators to ensure efficient delivery outcomes.Your Key Responsibilities:Lead and coordinate a team of dedicated...

  • Customer Care Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Siemens Healthcare Pty. Ltd. Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Siemens Healthineers. As a key member of our Customer Call Centre, you will be responsible for leading and coaching a group of coordinators to ensure efficient delivery outcomes.Your Key ResponsibilitiesLead and coordinate a team of dedicated...

  • Customer Care Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia Siemens Healthcare Pty. Ltd. Full time

    About the Role:We are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Siemens Healthineers. As a key member of our operations team, you will be responsible for leading and coaching a group of coordinators in our Customer Call Centre to ensure efficient delivery outcomes.Your Key Responsibilities:Lead and coordinate a...

  • Senior Customer Service Leader

    7 days ago

    Melbourne, Victoria, Australia Maserati Of San Diego Full time

    About the RoleWe're seeking an experienced customer service professional to join our team as a Senior Customer Service Leader. This role will see you take ownership of and accountability for the Customer Care function at Maserati Of San Diego, both pre and post customer purchase and full end-to-end warranty support.As a Senior Customer Service Leader, you...

  • Senior Customer Experience Leader

    3 weeks ago

    Melbourne, Victoria, Australia Home Instead Woodland Hills Full time

    About the RoleWe're seeking a highly motivated and experienced senior-level customer leader to join our team and take our Customer Care function to the next level. As a key member of our e-Commerce team, you will be responsible for refining and improving existing processes, developing scalable solutions, and providing exceptional levels of customer service...

  • Home Care Package Team Leader

    7 days ago

    Melbourne, Victoria, Australia Prestige InHome Care Full time

    About the RolePrestige Inhome Care is seeking an experienced Team Leader to lead the Home Care Package (HCP) Case Management team. The ideal candidate will provide direction, training, and support to ensure high-performance team outcomes.Key ResponsibilitiesLead and manage the Case Management team, providing guidance and support for continuous...

  • Home Care Package Program Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Prestige InHome Care Full time

    About the RolePrestige Inhome Care is seeking an experienced Team Leader to lead the Home Care Package (HCP) Case Management team. The successful candidate will be responsible for overseeing daily operations, ensuring compliance with care plans, and driving continuous improvement through team management and procedural enhancements.Key ResponsibilitiesLead...

  • Customer Experience Leader

    4 weeks ago

    Melbourne, Victoria, Australia Maserati Of San Diego Full time

    About the RoleWe're seeking an experienced senior-level customer leader to join our team and take our customer care function to the next level. If you're a highly motivated professional who lives and breathes customer service, is highly analytical, a brilliant leader, and thrives in a fast-paced and rapidly evolving environment, then this could be the...

  • Case Manager Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia Prestige InHome Care Full time

    About the RolePrestige InHome Care is seeking an experienced Team Leader to lead the Home Care Package (HCP) Case Management team. The successful candidate will be responsible for overseeing daily operations, ensuring compliance with care plans, and driving continuous improvement through team management and procedural enhancements.Key ResponsibilitiesLead...

  • Home Care Package Team Leader

    5 days ago

    Melbourne, Victoria, Australia Prestige InHome Care Full time

    Prestige InHome Care is seeking an exceptional Team Leader to lead our Home Care Package Case Management team.The ideal candidate will possess previous team leadership experience, particularly in community care or home-based services, with a strong focus on case management and complex situation navigation.Key responsibilities will include leading and...

  • Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Prestige InHome Care Full time

    About the RolePrestige Inhome Care is seeking an experienced Team Leader to lead the Home Care Package (HCP) Case Management team in delivering high-quality, client-centered care.Key ResponsibilitiesLead and manage the Case Management team, providing direction, training, and support to ensure high performance.Monitor and improve team KPIs, offering coaching...

  • Customer Experience Leader

    4 weeks ago

    Melbourne, Victoria, Australia Maserati Of San Diego Full time

    About the RoleWe're seeking an experienced senior-level customer leader to join our team and take our customer care function to the next level. If you're a highly motivated professional who lives and breathes customer service, is highly analytical, a brilliant leader, and thrives in a fast-paced and rapidly evolving environment, this could be the perfect...

  • Senior Clinical Care Leader

    2 weeks ago

    Melbourne, Victoria, Australia Stream Talent Full time

    Job DescriptionJob Title: Senior Clinical Care LeaderJob Type: Full-timeLocation: [Location unknown]Job Description:Stream Talent is seeking a Senior Clinical Care Leader to join our team. As a key member of our leadership team, you will be responsible for providing clinical leadership to the Medical Ward, aligning with strategic goals, operational...

  • Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia Prestige InHome Care Full time

    About the RolePrestige Inhome Care is seeking an experienced Team Leader to lead the Home Care Package (HCP) Case Management team. The successful candidate will be responsible for overseeing daily operations, ensuring compliance with care plans, and driving continuous improvement through team management and procedural enhancements.Key ResponsibilitiesLead...

  • Senior Psychologist Team Leader

    2 days ago

    Melbourne, Victoria, Australia Gorilla Jobs Full time

    Lead a Team of Psychologists as a Senior Clinical LeaderAs a Senior Psychologist Team Leader at Gorilla Jobs, you will oversee a dynamic team of psychologists and provide exceptional therapy to a diverse range of clients across the lifespan while managing a team of driven mental health professionals.This role offers incredible flexibility, allowing you to...

  • Drafting Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Reha Team Hannover Full time

    Job Title: Drafting Team LeaderWe are seeking a highly experienced Draftsperson to join our Drafting Leadership Team as a Team Leader. As a key member of our team, you will be responsible for the allocation of Team workflow, coordination of drafting resources, and supporting the Greenfields Drafting Team to document and deliver a range of products and...

  • Customer Engagement Associate

    3 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Job SummaryAs a Customer Engagement Associate at the Customer Engagement Centre, you will be the first point of contact for our national business. You will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values. Reporting to the Senior Customer Engagement Associate, your...