Customer Experience Team Lead - Coach & Deliver Excellence

Winc Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Quarterly awards program

Team discounts

Corporate partner discounts

Mental Health support

Job summary

The Team Leader, Customer Experience (CX) at Winc Australia leads a skilled contact centre team to deliver outstanding customer outcomes. You will coach, mentor, and monitor performance, driving KPIs and ensuring processes align with our values.

You’ll partner with stakeholders to implement improvements, support attendance and development discussions, and foster a positive, inclusive, high-performing culture that helps customers and the business thrive.

Qualifications

• Minimum 3+ years in Contact Centre leadership.
• Proven ability to coach, develop, and motivate team members to achieve goals.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead and coach a team of CX Agents to meet KPIs and service goals.
• Act as escalation point for CX Agents and monitor performance trends.
• Deliver regular 1:1s, performance reviews, and attendance management.
• Partner with stakeholders to identify trends and drive improvements.

Skills

CX leadership

Performance coaching

Stakeholder management

Communication

Change management

Analytical skills

Tools

Microsoft Office

SAP

Salesforce

Genesys

Job description

The Team Leader, Customer Experience (CX) at Winc Australia leads a skilled contact centre team to deliver outstanding customer outcomes. You will coach, mentor, and monitor performance, driving KPIs and ensuring processes align with our values.

You’ll partner with stakeholders to implement improvements, support attendance and development discussions, and foster a positive, inclusive, high-performing culture that helps customers and the business thrive.