Customer Service Lead — Grow & Coach a Global Team

EatClub; Sydney; Remote; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Staff discounts and dining vouchers

Job summary

EatClub is seeking a Customer Service Lead to own the Australian support operation, leading 30+ agents (primarily in the Philippines). You will hire, onboard, coach and manage performance to ensure a high‑quality, efficient service and strong frontline leadership.

You’ll partner with senior leadership to drive scalable processes and customer outcomes. You’ll be hands‑on, organized and proactive, building a positive culture while improving staffing, training and overall service levels as EatClub

Qualifications

• 3+ years of direct people management experience in a customer service or high‑volume operations environment.
• 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.

Responsibilities

• 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.

Skills

People Management

Leadership

Communication

Organisational Skills

Problem Solving

Tools

Zendesk

Job description

EatClub is seeking a Customer Service Lead to own the Australian support operation, leading 30+ agents (primarily in the Philippines). You will hire, onboard, coach and manage performance to ensure a high‑quality, efficient service and strong frontline leadership.

You’ll partner with senior leadership to drive scalable processes and customer outcomes. You’ll be hands‑on, organized and proactive, building a positive culture while improving staffing, training and overall service levels as EatClub