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Senior Customer Care Team Leader

2 months ago

Melbourne, Australia Lyka Full time

Who are we?

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first - one bowl at a time.

Today, we are proud to share we’ve served over 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people, and we're continuing to grow (yes, looking at you). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing.

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That’s where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

The Role

As our Senior Customer Care Team Leader, you will provide hands on management and leadership to a team of Customer Care Specialists, along with proactively driving process improvements to continually enhance our customer's experience.

Responsibilities

  • Directly manage a team of 5-10 Customer Care Specialists (who respond to all our customer contacts via email, livechat and phone)
  • Support the senior leadership team to ensure that the Customer Care team is achieving our key servicing metrics, such as SLAs and CSAT
  • Use data to make decisions and provide insights on how to improve team and individual performance
  • Drive projects within the Customer Care department around process improvement and service innovation
  • Collaborate with other departments effectively
  • Live and work in accordance with Lyka’s values and principles at the workplace

Requirements

  • 3+ years' recent leadership experience within a contact centre environment
  • A strong passion for providing exceptional service, fostering customer loyalty and positive sentiment
  • Organised, with a high attention to detail
  • Resilient, high sense of ownership and comfortable working within a fast-paced environment
  • Willingness to learn new topics, such as dog nutrition and wellness
  • Well-versed verbal and written communication skills, with strong English and grammar
  • Must love dogs

Benefits

  • Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product
  • Growth and Development - Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual budget for you to continue your personal development.
  • Work for a sustainability focused company - we care about the health of our pets and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices.
  • Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
  • 12 weeks of paid parental leave for primary and secondary carers, alongside 2 weeks of miscarriage leave in the first twenty weeks. We also offer 18 paid weeks to both primary and secondary carers if you have been at Lyka for over two years.
  • Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.
  • Hybrid working model - we have pet-friendly offices and industrial kitchens in Sydney and Melbourne.
  • Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life.

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion. We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.