Customer Experience Lead — AI-Driven, Multi-Channel Care

T2 Tea; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

50% tea discount

Moment Makers rewards

Volunteer leave day

Employee Assistance Program (EAP)

Hybrid working arrangement

Job summary

T2 Tea seeks a Customer Care Manager to lead service across stores, online, and wholesale, overseeing Australia, New Zealand and beyond from our Melbourne Support Office.

You will drive faster, on-brand service, implement automation and AI via Gorgias and Shopify integrations, and turn customer feedback into actionable improvements while guiding a small team.

Join a purpose-driven, inclusive culture with training, incentives and hybrid working. A genuine tea passion helps.

Qualifications

• 2+ years leading customer care teams in a multi-channel retailer with stores & online.
• Hands-on experience with Gorgias (or similar) and Shopify; experience with Recharge and Global-e is highly regarded.
• A track record of introducing automation and AI into customer service, and bringing your team with you.
• 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 the ability to turn numbers and customer comments into a clear story.
• Proven ability to influence across functions and with senior leaders.
• Working knowledge of Australian and New Zealand consumer and privacy law.
• Excellent written communication, with the ability to write in the T2 brand voice.
• A genuine curiosity about tea.

Responsibilities

• 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 making sure customers get the same answer in store as they do online
• Resolving online, international and subscription queries end to end across Shopify, Recharge and Global-e, working with partners such as DHL to close the loop
• 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 contact-reason 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 (Mother's Day, Black Friday, Christmas and more), building lean seasonal resourcing and managing the Customer Care budget
• Leading, coaching and growing a small, capable team, and looking after their wellbeing in a demanding role

Skills

Gorgias

Shopify

Automation

AI in CS

Voice of Customer

Data literacy

Stakeholder influence

Privacy law

Tools

Recharge

Global-e

DHL

Job description

Looking for a role that fills your cup? Good news, T2 Tea is looking for a Customer Care Manager to join its passionate team.

If you are collaborative, you’ll thrive in an environment where creativity and purpose come together, teams are empowered, and the T2 experience is shaped across every touchpoint.

About Us

We’re T2, a tea brand known for its delicious tea made with premium, sustainable ingredients. Every day, we love to excite our customers by inviting them into our world of tea, online and in our retail stores across Australia and New Zealand.

Like our teas, our people are unique and diverse. We believe every team member brings different experience and skills to each role which is invaluable to T2. In return we provide training, incentives and encourage an inclusive culture through our policies and initiatives.

Today, we’re part of LIPTON Teas and Infusions, the world’s largest tea business. For our team, this connection opens opportunities to build global relationships, expand your career globally and participate in global programs and industry-leading initiatives.

We’re also proudly B Corp Certified, get to know more about us at: https://www.t2tea.com

About the role

Reporting to the Director of Retail & Wholesale, the Customer Care Manager leads how T2 looks after customers wherever they find us: in our stores, online, through Tea Society and Sipscription, and on the shelves of our wholesale partners. You'll lead Customer Care across Australia, New Zealand and the rest of the world from our Melbourne Support Office, with a small permanent team plus a seasonal crew for peak.

This isn't a role about clearing tickets. You'll make service faster and more on-brand, put AI and automation to work on the routine stuff so your team can focus on the conversations that matter, and turn helpful chats into confident purchases. Just as importantly, you'll take what customers tell us to the people who can fix it, so they need to contact us less. You'll be as at home in Gorgias as you are presenting customer insight to senior leaders, with a genuine curiosity about tea to match.

Your day-to-day will include:

• 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 making sure customers get the same answer in store as they do online
• Resolving online, international and subscription queries end to end across Shopify, Recharge and Global-e, working with partners such as DHL to close the loop
• 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 contact-reason 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 (Mother's Day, Black Friday, Christmas and more), building lean seasonal resourcing and managing the Customer Care budget
• Leading, coaching and growing a small, capable team, and looking after their wellbeing in a demanding role

About you

• 2+ years leading customer care/customer experience teams in a multi-channel retailer with stores & online
• Hands-on experience with Gorgias (or similar) and Shopify; experience with Recharge and Global-e is highly regarded
• A track record of introducing automation and AI into customer service, and bringing your team with you
• 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 the ability to turn numbers and customer comments into a clear story
• Proven ability to influence across functions and with senior leaders
• Working knowledge of Australian and New Zealand consumer and privacy law
• Excellent written communication, with the ability to write in the T2 brand voice
• A genuine curiosity about tea

Life at T2

• Enjoy a 50% discount to spoil yourself, plus endless cups of tea.
• Get recognition and rewards. T2 celebrates our teams' contributions through our Moment Makers program, featuring exciting prizes.
• Volunteer leave day per year with a purpose aligned organisation.
• Workplace policies with impact: Gender equity policy, Equitable remuneration policy and Flexible working arrangement options
• Employee Assistance Program (EAP).
• T2 Community Crew ensures we celebrate every occasion in the calendar – bringing fun and excitement to life at T2.
• Our head office is located in vibrant Collingwood, conveniently close to a range of great cafés and well‑connected public transport options, including both train and tram services. We also offer a hybrid working arrangement.

About the application process

Don’t feel like you meet every single requirement? Still apply! We’d love to receive your application if most of your experience matches and you think you’ll thrive in this role.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

No agencies please – we have this one brewing in-house.

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