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Customer Success Team Leader
2 weeks ago
Lead the way in creating unforgettable customer experiences We're on the hunt for a Customer Success Team Leader to guide, mentor, and inspire our team while driving service excellence at Nutrition Warehouse
LIFE AT NUTRITION WAREHOUSE
We are Nutrition Warehouse - Australia's leading and largest health and sports supplement retailer, inspiring you to be BUILT FOR LIFE We have over 120 stores across Australia and New Zealand and guess what? We aren't slowing down.
At NW, we live by our five core values:Deliver WOW, Enjoy the Journey, Stronger Everyday, Together We Grow, and Give a Sht. We are committed to exceeding expectations, fostering continuous growth, building a supportive community, and caring deeply about the well-being of our customers. If you're passionate about these values and dedicated to making a positive impact, join us in our mission to inspiring 2 million people to be built for life by 2033
THE ROLE
The Customer Success Team Leader is responsible for leading, coaching, and developing the Customer Success team to deliver an exceptional experience across all customer touchpoints. This role ensures the team responds promptly and professionally to enquiries, resolves escalations, and drives continuous improvement in service delivery. The Team Leader partners closely with Ecommerce, Retail, and Web teams to improve processes and ensure a seamless customer journey.
Key Responsibilities:
- Lead, coach, and mentor the Customer Success team to achieve KPIs and foster growth.
- Provide training, guidance, and feedback to build capability and confidence.
- Manage daily workflow, ensuring enquiries are allocated and resolved efficiently.
- Monitor performance through ADPRs, 1:1s, and career development planning.
- Create a positive, motivated team culture aligned with NW values.
- Oversee customer interactions across Gorgias, live chat, email, and social media.
- Act as escalation point for complex enquiries, complaints, and service recovery.
- Identify customer pain points, driving improvements in automation, UX, and processes.
- Maintain strong knowledge of Shopify, Gorgias, and Brauz IQ, ensuring systems and templates are up to date.
ABOUT YOU
If you are motivated by helping people reach their health and fitness goals, express your interest today Some of the other things we look out for are:
- Proven experience in customer service, success, or ecommerce support, with leadership or team lead exposure (retail/ecommerce ideal).
- Familiarity with Shopify, Gorgias, and POS systems highly desirable.
- Strong knowledge of customer service principles, complaint resolution, and communication techniques.
- Understanding of ecommerce platforms and customer engagement technologies.
- Demonstrated leadership and coaching ability to motivate, guide, and develop a team.
- Excellent communication skills, with strength in problem-solving, negotiation, and conflict resolution.
- Strong troubleshooting, multitasking, and analytical skills with attention to detail.
- Proactive, solutions-focused, and results-driven, with the ability to thrive in a fast-paced environment.
THE BENEFITS
By becoming part of the Nutrition Warehouse team, you'll gain access to an exciting range of benefits including:
- Competitive salary and benefits package
- Support office FLEX - working arrangements to support your work-life balance
- Training and development opportunities to make gains in your career
- Huge discounts on ALL products | EHP Labs, Anabolix, ATP Science, X50, JS Health and more
- Access to the latest industry innovations – be at the forefront of sports nutrition science.
- Discounts on private health insurance, gym memberships and your favourite fitness apparel
- Paid primary and secondary parental leave
- Ditch the suit and tie - wear your activewear to work
If you love retail and want to be apart of a thriving company within the health and fitness industry, we want to hear from you.
APPLY NOW and let's crush our goals together
NutritionWarehouse #BuiltForLife