Customer Care Team Leader
Goodbye Good Boy | Brisbane or Melbourne | Hybrid
Help families say goodbye, well.
Goodbye Good Boy provides compassionate end-of-life care for pets, and support for the families who love them. We've reimagined the entire end-of-life experience, built by people who've been through pet loss themselves, and it shows: over 1,100 five-star reviews, and a team that genuinely cares about getting this right.
We're looking for a Customer Care Team Leader to lead our growing customer care team of 8 part-time staff, the first point of contact for families on one of the hardest days of their lives. You'll report directly to James, our founder, work Monday to Friday with a rotating Saturday, and split your time between coaching your team and staying hands-on with the work itself.
We care more about how you lead people and treat customers than where you've worked before, so if you don't tick every box, apply anyway.
What success looks like in this role
Your team feels coached, supported and clear on what great looks like, not just managed
Families get consistent, compassionate care regardless of which team member picks up the phone
You're spotting where processes or tools are slowing the team down and fixing them, not just flagging them
You're always thinking about how we get to the next level, and the process and system changes we need to get there
You're comfortable stepping in on a difficult call yourself when the team needs it
What you'll do
Lead, coach and develop a team of 8 part-time customer care staff, staying close to day-to-day service delivery
Jump into customer enquiries directly when the team needs backup
Build and manage a roster that ensures consistent service delivery, 7 days a week
Own training, systems and ways of working, and bring the team along as things change
About you
2+ years leading or supervising a team, in any customer-facing, service or care-based environment
You lead by example. Your team would say you're fair, present and easy to bring problems to
Comfortable with CRM/helpdesk tools and using data to make decisions, not just gut feel
Self-motivated and results-focused, but you don't mistake busy for effective
Able to hold real empathy for grieving families without it costing you your own resilience day after day
Background that works well here
We welcome candidates from a wide range of backgrounds. Strong candidates could come from:
Contact centre or customer support leadership
Veterinary practice management, customer care team management or clinic coordination, especially those looking to step beyond clinical settings while still supporting pets and their people
Healthcare, allied health or aged/disability care, anywhere you led a team through emotionally sensitive or high-pressure situations
Any industry where you've led a small team and care deeply about how customers are treated
Familiarity with HubSpot, Aircall or similar CRM/helpdesk tools is a plus, not a requirement.
Why Goodbye Good Boy
Join a business that's growing fast and taken seriously in a space most companies avoid
$75,000–$90,000 + super, plus performance-based incentives
Real autonomy: you'll own this team's performance, not just execute someone else's plan
Work that matters, every single day
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Customer Care Team Leader in Melbourne employer: Goodbye Goodboy
Goodbye Good Boy is an exceptional employer that prioritises compassion and support in the workplace, making it a perfect fit for those passionate about helping families during their pets' end-of-life journey. Located in Brisbane, we offer a nurturing work culture with opportunities for professional growth, ensuring our team members are well-equipped to provide the highest level of care. Join us to be part of a dedicated team that values meaningful connections and personal development.
