Senior Specialist, Happiness Delivery Team Lead

12-month Maternity Leave Contract

In a short: 

As the Team Lead (Senior Specialist) for our Happiness Delivery team, you will lead a group of expert problem-solvers to ensure our customers are happy, and our operations run seamlessly. Your role is centered on both front-line excellence and advanced problem solving. You'll inspire a team that serves as the first point of contact for our direct e-commerce customers, while also guiding them in handling complex inquiries and supporting our broader frontline partners. Your ultimate goal is to deliver a truly world-class customer experience, ensuring every interaction ends with a "WOW."

Your Team:

You will lead a core team of DTC Happiness Delivery coordinators at our Oceania HQ in Melbourne. This role is Fixed term & full-time, (hybrid working from home and our Melbourne office). You will work closely with our global Happiness Delivery teams in Europe, North America, Brazil, China, Korea & Japan, as well as with our external Outsourced partner in the Philippines. You will be a key leader in this entrepreneurial environment, contributing to a team motivated by creativity and innovation.

Your Mission:

• Lead and develop your team of up to 8 employees, providing daily guidance, mentorship, and performance coaching through regular one-on-ones and team meetings.
• Manage team performance against key metrics such as customer satisfaction and resolution time, implementing strategies for continuous improvement.
• Serve as the primary escalation point for the most complex or sensitive customer cases, providing clear direction and decisive resolution with a "wow" factor.
• Analyze recurring issues and collaborate with other departments and our BPO partner team to identify root causes and implement lasting solutions.
• Partner with fellow team leads to motivate Happiness Deliverers to exceed KPIs and foster continuous learning and professional development.
• Manage and prioritize multiple concerns simultaneously across phone, email, and live chat, ensuring all inquiries are resolved with urgency and care.
• Work closely with our third-party warehouse and shipping partners regarding orders, returns, and any discrepancies.
• Prioritize and delegate the team's workload as it relates to order management, returns, credits, shortages, warranties, and general inquiries.

Your Story:

• Significant experience in a customer-facing or operational role, with at least 3+ years of proven leadership experience as a team lead, supervisor, or senior team member.
• Expert-level problem-solving, de-escalation, and decision-making abilities with excellent attention to detail.
• Strong leadership, coaching, and motivational skills with a genuine passion for people development.
• An empathetic and patient nature, coupled with excellent communication skills for managing both team members and stakeholder relationships across all levels and functions.
• The ability to foster a positive and resilient team environment.
• Experience using CRM systems/Google suite
• Experience in DTC E-commerce (Fashion Retail) is a plus
• Full professional proficiency in English is required.

What we offer:

We offer a dynamic, challenging, and sportive environment that has been ranked as the 'fastest growing sports company' of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you're hands-on and your team members are amongst the very best in their respective disciplines and fields. This specific position is a 12-month fixed-term contract to cover a parental leave period.

What it means to be a Fixed-Term Employee:

• This is a temporary position with a clear start and end date. The role is designed to cover the duties of a team member who is on parental leave.
• Your contract will be for a fixed 12-month period, with the possibility of extension depending on business needs. However, an extension or conversion to an ongoing role is not guaranteed.
• You will be an integral part of our team and enjoy many of the same benefits as an ongoing employee, though some may be pro-rated based on the contract length.
• This is a fantastic opportunity to gain valuable experience and prove your skills within a dynamic and supportive environment.
• If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse On is an Equal Opportunity Employer.
• We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.