Customer Care Team Lead

2 weeks ago

Banksmeadow, New South Wales, Australia PONY EXPRESS Full time $80,000 - $120,000 per year
  • Fast-growing business
  • Deliver world-class customer experience
  • High-impact role

The Company

Evidence Skincare (ESK) is an award-winning Australian skincare brand founded on science, integrity, and clinical results. With approximately 30% year-on-year growth and international expansion underway, ESK is scaling its operations in Australia, the US, and the UK.

Customer Care sits at the centre of this success. The team provides education, support, and personalised skincare journeys that build trust and long-term loyalty.

The Opportunity

The Customer Care Team Lead will play a pivotal role in delivering world-class service as ESK expands globally. This individual will lead and coach a growing team, resolve customer escalations, and contribute to the systems and processes that define ESK's customer-first approach.

Key Responsibilities

  • Deliver direct customer support across phone, email, SMS, social, and live chat.
  • Lead day-to-day team operations, including escalations, ticket routing, and KPI management.
  • Provide coaching, training, and development for team members to ensure consistent, empathetic service.
  • Contribute to new initiatives, including customer follow-ups, skin consultations, and proactive outreach.
  • Implement and refine processes and SOPs to support scaling customer care globally.

Required Experience

  • Experience in customer care within an eCommerce business, with high-touch industries preferred (skincare, health, premium retail, hospitality, or clinical settings).
  • Proven leadership capability, either as a formal team lead or through demonstrated coaching and mentorship
  • Strong interpersonal skills with the ability to balance empathy and efficiency
  • Confidence using systems such as Zendesk, Shopify, and Aircall, with a mindset for process improvement
  • Adaptability, resilience, and a growth mindset suited to a scale-up environment

Working Arrangement

Hybrid role:

  • First 2–3 months: On-site in Banksmeadow, 5 days per week for training and onboarding
  • Post-training: Standard 9 AM – 5 PM hours, with hybrid flexibility
  • Occasional late/early shifts from home: Ideally once or twice a week (e.g., 12 PM – 8 PM for UK coverage, or 6 AM – 2 PM for US coverage)

Why Join ESK?

  • Be part of a science-led brand with international momentum
  • Lead and grow a team during a transformative global expansion
  • Work in a collaborative environment where customer outcomes drive success
  • Gain exposure to global best practices in customer care and operations
  • Salary: 80-90k + super

Interested?

Apply now or email

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