Customer Care Lead: AI-Driven, Multichannel Experience

T2; Collingwood; Ibrido; AUD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

50% tea discount

Recognition and rewards

Volunteer leave day

Flexible working arrangement

Employee Assistance Program (EAP)

T2 Community Crew

Hybrid working arrangement

Descrizione del lavoro

T2 is seeking a Customer Care Manager to lead our Australian and global customer care efforts from our Melbourne area with a hybrid model. You’ll drive multichannel service, AI-enabled automation, and a Voice of Customer program while collaborating with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to improve customer experiences and sales.

You’ll manage a small team, grow capability, and ensure service levels across stores and online, with a passion for tea guiding the brand

Competenze

• 2+ years leading customer care teams in a multi-channel retailer with stores and online.
• Hands-on experience with Gorgias and Shopify; Recharge and Global-e are highly regarded.
• Proven track record of introducing automation and AI into customer service.
• Experience turning customer service into a sales channel and owning sales targets.
• Experience running a Voice of Customer or feedback programme that led to measurable change.
• Strong data literacy with ability to turn numbers and feedback into a clear story.
• Proven ability to influence across functions and with senior leaders.
• Working knowledge of Australian consumer and privacy law.
• Excellent written communication, with the ability to write in the T2 brand voice.
• Genuine curiosity about tea.

Mansioni

• Leading service across email, chat, social, phone and reviews in Gorgias, with clear service levels and fair, consistent handling of escalations and complaints
• Being the go-to support line for our store teams, and ensuring consistent answers in store and online
• Resolving online, international and subscription queries end to end across Shopify, Recharge and Global-e, working with DHL and other partners
• Owning the automation roadmap and the Gorgias AI Agent: deciding what AI handles, when people step in, and keeping the Help Centre accurate and on-brand
• Building a pre-purchase selling capability with tea, gifting and teaware advice, growing Sipscription and Tea Society, and bringing Orange Service to every conversation
• Running T2's Voice of Customer programme, from tagging and surveys to customer listening projects and a monthly insight report
• Partnering with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to turn insight into better products, processes and policies
• Forecasting contact volumes across our trading calendar and building lean seasonal resourcing and budget management
• Leading, coaching and growing a small, capable team, and looking after wellbeing in a demanding role

Conoscenze

Leadership

Automation & AI

Data literacy

Cross-functional collaboration

Written communication

Influence across senior leaders

Curiosity about tea

Strumenti

Gorgias

Shopify

Recharge

Global-e

Descrizione del lavoro

T2 is seeking a Customer Care Manager to lead our Australian and global customer care efforts from our Melbourne area with a hybrid model. You’ll drive multichannel service, AI-enabled automation, and a Voice of Customer program while collaborating with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to improve customer experiences and sales.

You’ll manage a small team, grow capability, and ensure service levels across stores and online, with a passion for tea guiding the brand