Customer Experience Lead

We are a leading, science-focused vitamin and wellness brand that provides targeted formulas to empower our community to feel their best. We are seeking a passionate, strategic and operationally strong Customer Experience Lead to join our team. You will be managing the team, responsible for customer support operations, while driving transformational improvements across the entire customer journey. You are a natural leader with a deep understanding of both the compliance and safety requirements in the vitamin space and the creativity to craft customer experiences that are truly memorable.

This position requires a unique blend of operational excellence, pharmacovigilance expertise, strategic vision, and an unwavering passion for creating exceptional customer interactions.

About You

• 5+ years of experience in customer service, customer experience, or operations leadership, ideally in the health, wellness, or consumer goods industries.
• Proven expertise in pharmacovigilance, with demonstrated ability to handle adverse reaction reporting, customer complaints, and regulatory requirements.
• Experience managing and scaling customer service operations, with hands-on knowledge of the Gorgias platform (or similar customer support platforms).
• Strong analytical and strategic thinking skills, with the ability to identify trends, customer pain points, and opportunities for innovation across the customer journey.
• Practical experience using AI tools and technologies to enhance customer service efficiency, insights, or personalisation - and a strong interest in leveraging AI to reimagine the customer experience.
• A leader who inspires and motivates teams, balancing empathy with accountability.
• Exceptional communication and problem-solving skills, with a proactive and solutions-focused mindset.
• Ability to approach customer experience with a fresh perspective - bringing creativity and innovation to elevate every touchpoint.
• Organised, process-driven and detail-oriented, with proven success in improving operational efficiency.
• A true passion for health, wellness, and helping people feel their best.

What You'll Be Doing

• Leading and managing the customer service team to deliver timely, caring, and effective support that reflects our brand values.
• Managing the pharmacovigilance processes, including monitoring, reporting, and managing adverse events and customer complaints in compliance with regulatory requirements.
• Driving the strategic vision for customer experience, reimagining and elevating every interaction across digital, retail, and community channels.
• Implementing customer service best practices, tools, and workflows within and outside of Gorgias to ensure efficiency and scalability.
• Using data and customer insights to identify opportunities for improvement and innovation across the customer journey.
• Acting as the voice of the customer across the business, influencing product development, marketing, and operational decisions.
• Establishing KPIs and reporting frameworks to monitor customer satisfaction, retention, and overall experience.
• Collaborating with cross-functional teams (marketing, product, regulatory, operations) to ensure seamless customer-first initiatives.
• Building a culture of excellence, empathy, and continuous improvement within the customer experience function.

Why Join Our Team?

At JSHealth, our team of passionate people thrive in purposeful, meaningful work. If you're ready to embark on a career filled with impact, learn from incredible minds, and help millions of people feel their best, then the JSHealth team is where you belong. In this role, you'll play a pivotal part in shaping the future of our customer journey while being mentored and supported by a passionate leadership team.

Plus, enjoy lots of health + wellness freebies, team activities that support your wellbeing, birthday leave, a beautiful office in Double Bay, and more