Customer Service Lead

EAT Club, Inc.; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Staff discounts

Dining vouchers

Job summary

EatClub is seeking a Customer Service Lead to own the day-to-day performance of our Australian customer support operation, leading a 30+ agent team primarily based in the Philippines. You will run staffing, onboarding, and performance management while working closely with senior leadership to drive improvements.

We value hands-on leadership, accountability, and the ability to build scalable processes. You will shape the team, processes and standards to support EatClub's next growth phase and

Qualifications

• 3+ years of direct people management in a high-volume customer service environment.
• Experience managing staffing, performance, recruitment and onboarding.
• Experience leading offshore or remote teams, ideally in the Philippines.
• Track record of using performance data to improve productivity, quality and service levels.
• Strong organisational skills and attention to detail.
• Excellent communication skills and confidence in performance conversations.
• Bonus points for Zendesk, live chat, workforce management, hospitality or marketplaces experience.

Responsibilities

• Lead staffing, rosters, attendance and daily service performance across chat, email and other channels.
• Own recruitment, interviews, onboarding and onboarding funnel to train and onboard new agents quickly.
• Manage performance, SLAs, backlogs and quality; take action to resolve issues.
• Coach and develop frontline supervisors and handle one-on-ones.
• Get hands-on with tools and workflows while supporting agents on difficult cases.
• Drive process improvements, training and support tools to boost efficiency and customer experience.

Skills

People management

Staffing

Onboarding

Performance management

Offshore/remote team leadership

Data-driven decision making

Communication skills

Organised

Proactive

Tools

Zendesk

Live chat

Workforce management

Job description

About EatClub

At EatClub, we believe restaurants and bars are the beating heart of every city’s culture. Whether it's discovering a hidden gem, grabbing a late-night takeaway, or meeting friends for a drink, our mission is simple: help the hospitality industry thrive through smart, powerful tech.

Our platform helps over 2 million customers discover top restaurants and access real-time deals that save them up to 50% off the bill. We empower more than 5,000 venues to fill empty tables, increase foot traffic, and maximise revenue.

#1 app in Food & Drink and awarded Australia's Fastest Growing Tech Company by the AFR in 2025. Now is an exciting time to join our team. Initially co-founded by Marco Pierre White and leaders in the food tech scene, we're now a 200+ person scaleup that's growing fast and making waves in the industry.

Why You’ll Love Working With Us

• Lead and develop a team of 30+ customer service agents.
• Take real ownership of an operation with significant opportunities for improvement.
• Help build the team, processes and standards that support our next stage of growth.
• Work directly with senior leadership and see the impact of your work.
• Enjoy EatClub staff discounts and dining vouchers.
• Staff discounts and dining vouchers to enjoy through EatClub
  

About the Role

As our Customer Service Lead, you'll own the day-to-day performance of our Australian customer support operation, leading a team of 30+ agents based primarily in the Philippines.

We're looking for a hands‑on people leader who knows how to run a great operation, develop people and get things done.

You'll manage the full employee lifecycle, from hiring and onboarding through to coaching, performance management and development. You'll also ensure the right people are online, queues are moving, service targets are being met and customer issues are being resolved.

This is a fast-moving environment with plenty of opportunities to improve how we work. You'll need to be organised, proactive and comfortable getting into the details, while building a positive, accountable team culture.

What You’ll Be Doing

• Leading the operation: Managing staffing, rosters, attendance, shift coverage and daily service performance across chat, email and other support channels.
• Hiring and onboarding: Owning recruitment, interviews, selection and the onboarding funnel, ensuring new agents are trained and productive quickly.
• Managing performance: Tracking individual and team productivity, SLAs, quality and backlogs, identifying issues early and taking action.
• Coaching and developing people: Running one‑on‑ones, providing feedback, managing underperformance and developing capable frontline supervisors.
• Getting hands‑on: Understanding the tools and workflows, investigating customer issues and supporting agents with difficult cases.
• Driving improvements: Implementing better processes, training and support tools to improve efficiency and customer experience.
  

You Have…

• 3+ years of direct people management experience in a customer service or high-volume operations environment.
• Proven experience managing staffing, performance, recruitment and onboarding.
• Experience leading offshore or remote teams, ideally in the Philippines.
• A track record of using performance data to improve productivity, quality and service levels.
• Strong organisational skills, attention to detail and the ability to follow through.
• Excellent communication skills and confidence having direct performance conversations.
• Bonus points for experience with Zendesk, live chat, workforce management, hospitality, marketplaces or fast-growing technology businesses.
  

You Are…

• A people person: You genuinely enjoy coaching, developing and motivating others.
• Hands‑on: You lead from the front and aren't afraid to get into the details.
• Accountable: You take ownership of results and follow through until things improve.
• Organised and proactive: You spot problems early, make practical plans and get things done.
• Comfortable with change: You bring structure and clarity to a busy, evolving environment.
  

What Success Looks Like

You'll have built a motivated, accountable team that consistently delivers great customer support.

Staffing and onboarding will run smoothly, agents will know what's expected of them, and individual performance will be actively managed. Service levels will improve, backlogs will reduce and customers will receive faster, better resolutions.

Most importantly, you'll have developed strong frontline leaders and an operation that can grow with EatClub.

Maybe This Role Isn’t for You If…

• You prefer strategy and meetings over hands‑on people management.
• You aren't comfortable managing rosters, attendance, productivity and underperformance.
• You need perfect processes before you can make progress.
• You don't enjoy leading large, distributed teams.