Customer Service Team Leader

1 day ago

Melbourne, Victoria, Australia Echt Apparel Full time $90,000 - $120,000 per year

The Role

Echt Group
is seeking a proactive and motivated 
Customer Service Team Leader
 to join our growing team. This role is ideal for an experienced customer service professional who is ready to step into a leadership position. You will be responsible for managing all online customer service inquiries (emails, live chat, social inboxes) across our two brands –
Echt Apparel and Airmed Scrubs
.

This is a fantastic opportunity for someone with strong customer service skills who thrives in a fast-paced, digital-first environment and is eager to develop their leadership capabilities.

Key Responsibilities

  • Oversee all online customer inquiries (emails, live chat, social channels), ensuring timely and professional responses.
  • Supervise and mentor one Customer Service Representative, providing guidance, support, and feedback.
  • Monitor and manage day-to-day workflow, delegating tasks effectively to ensure SLAs and quality standards are met.
  • Handle escalated customer issues with professionalism, offering solutions that build trust and loyalty.
  • Assist in developing and implementing strategies to improve the customer service experience across both brands.
  • Collaborate with Operations, Sales, and Marketing teams to streamline processes and improve efficiency.
  • Maintain accurate records of customer interactions, feedback, and issues to support continuous improvement.
  • Contribute to training, knowledge sharing, and building a positive, team-oriented service culture.
  • Report on key metrics (volume, CSAT, reply times) and provide measurable action plans

About You

  • 3-4+ years' customer service experience
    , ideally in an eCommerce or retail environment.
  • Previous exposure to supervising, mentoring, or training team members (formal leadership not required, but highly regarded).
  • Strong written communication skills with the ability to maintain a professional yet approachable tone across multiple platforms.
  • Tech-savvy, with the ability to work confidently across multiple online platforms and CRM/ticketing systems.
  • Strong problem-solving skills with a customer-first mindset.
  • Organised, adaptable, and able to work independently while supporting the wider team.
  • Enthusiastic about stepping into a leadership role and growing with the business.

Why Join Echt

  • Join one of Australia's fastest-growing performance brands with a passionate global community.
  • Work in a high-impact, fast-moving team that values innovation and accountability.
  • Product discounts, early access to new drops, and a brand culture that backs ambition.
  • In-office role based in Williamstown North, VIC.

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