Customer Service Lead: Scale Ops & People Leadership

EAT Club, Inc.; Sydney; A distancia; AUD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Staff discounts

Dining vouchers

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

People management

Staffing

Onboarding

Performance management

Offshore/remote team leadership

Data-driven decision making

Communication skills

Organised

Proactive

Herramientas

Zendesk

Live chat

Workforce management

Descripción del empleo

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