Customer Service Team Leader in Sydney

We're hiring someone to help run the day-to-day. Vital+ is a premium wellness brand selling ice baths, chillers, saunas, and accessories across AU, US, UK, and NZ. We're in an active build-out phase across our CX function and we're looking for a Team Leader to own the operational layer of our customer service team. This role reports directly to our CS/CX Manager. It's hands-on, and if you're a customer obsessed superstar we want to hear from you.

What you'll do

• Team Leadership and Performance
  • Lead and coach our offshore CS team through 1:1s, ticket reviews, and structured development conversations.
  • Own queue health and daily prioritisation during business hours, including roster and coverage management.
  • Drive team performance against CSAT, response time, and resolution targets.
  • Build a culture where quality is the default, not something you have to chase.
• Escalation and Compliance
  • Handle first-line escalations across warranty cases, order disputes, and high-value complaints, triaging efficiently and accurately.
  • Maintain clear documentation and decision records across escalated cases.
  • Apply working knowledge of ACL obligations including warranty determinations, consumer remedies, and when to elevate to the CS/CX Manager.
• Process and Platform
  • Act as the day-to-day Gorgias operator, keeping macros, views, and workflows clean.
  • Monitor and manage external reviews and flag anything requiring escalation.
  • Deliver ongoing training to the team as the function and product range evolves.
• Insights
  • Surface patterns across volume drivers, recurring issues, and quality gaps.
  • Feed findings back to the CS Manager with clear context, not just raw data.
  • Manage the CS team weekly newsletter.

What we're looking for

• 3+ years in customer experience with at least 2 years directly leading frontline agents in a DTC, e-commerce, or fast-moving consumer environment.
• Proven track record improving NPS/CSAT and reducing churn at scale.
• Experience leading offshore teams and navigating time-zone challenges.
• Working knowledge of ACL including warranty obligations, major and minor failure determinations, and consumer remedies.
• Passion for people management and development.
• Comfortable offering insights through data analysis and picking up qualitative themes.
• Strong written communication and negotiation skills.
• Ability to coach clear, brand-aligned tone.
• Strong knowledge and understanding of G Suite and related applications.
• Strong analytical skills; advanced Excel.
• NSW-based and available to work onshore full-time.

How you operate

• You hold a consistent high bar for your work, your team and your performance.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively across functions, geographies, and cultures.
• Strong commitment to consumer satisfaction and service excellence.
• You enjoy a lunch with the team and social events.

Why this role

• Vital+ is a brand people are genuinely passionate about and we have an amazing community!
• We offer 2 WFH days with consistent flexibility options and a highlight on a work-life balance.
• Incredible office location in Surry Hills Sydney in a dog-friendly office.
• Competitive salary package with room to evolve as the business does.
• You'll sit directly under the CS/CX Manager with a clear line of sight into strategy.
• The wellness category is growing, the team is tight, and this role has real visibility into a broader leadership track as the function matures.