Customer Care Manager

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough. As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first — one bowl at a time.

Today, we are proud to share we’ve served over 10 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 150+ pet-obsessed and we're continuing to grow (yes, looking at you). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing. To date, we have raised over $40M in funding from our venture fund investments and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack

**The Team**

Lyka is growing and is on the hunt for an exceptional Customer Care Team Leader that will be responsible for providing quality customer service to our customers through the daily management of the Customer Care team. This will include motivation, training, reporting and problem-solving on a daily basis.

**RESPONSIBILITIES**
- Provides daily direction and communication to CC team to ensure that all customer enquiries and complaints are answered efficiently in a timely and knowledgeable manner.
- Continually assess and measure the quality of service provided by the CC team, by building and maintaining reporting on all service offerings, KPI’s and SLA’s.
- Provide statistical and performance-related feedback to the Manager to enhance team coaching on a regular basis.
- Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's values and mission.
- Conduct performance review and skill assessment for each team member regularly.
- Be the first point of contact for the CC team with relation to customer escalations, operational concerns and personal development.
- Assist in developing Lyka’s Customer Care foundation by establishing and building and implementing tools, protocols, processes and knowledgebase content.
- Works with Head of Customer Care to ensure team have appropriate training/resources to perform their roles to the highest level of competency.
- Grow long-term relationships with our internal and external customers and build promoters who are not only customers but raving fans by consistently exceeding their expectations through surprise and delight.
- Works with Head of Customer Care to respond to and resolves employee relations issues expressed by team members.
- Addresses disciplinary and/or performance concerns according to company values with the team members in coordination with Head of Customer Care.
- Work with other teams/external parties on special/ongoing projects that are important areas of improvement. These include Tech, Operations, Growth, R&D, Marketing and People teams.
- Other adhoc duties as provided by Senior Leadership Team

**Requirements**:

- Excellent Communication skills both verbal and written
- Strong Customer Focus being helpful, positive and always looking to go above and beyond for customers
- Demonstrated ability to lead a team
- An interest in, and passion for natural feeding
- Have top of class customer service skills, including strong listening, well-versed verbal and written communication skills
- Exceptional problem-solver with the ability to liaise directly with customers and escalate critical issues where appropriate
- A highly organised team player with attention to detail who is able to thrive in a small but quickly growing team
- A willingness to learn new topics, such as dog nutrition
- Resilient, high sense of ownership and comfortable with fast pace and ambiguity
- 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