Multi-Channel Customer Care & AI Lead

T2 Tea; Collingwood; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

50% staff discount

Recognition and prizes via Moment-Mak"

Volunteer leave day

Employee Assistance Program (EAP)

Flexible working arrangement options

Job summary

T2 Tea, Melbourne-based, seeks a Customer Care Manager to lead and evolve our customer experience across stores, online, Tea Society, Sipscription and wholesale partners. You’ll manage a small team from our Melbourne Support Office, implementing AI-driven automation and ensuring consistent, on-brand service globally.

You’ll partner with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to convert insights into tangible improvements and growth. A genuine tea passion is a plus.

Qualifications

• 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.

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

Team leadership

Multi-channel customer care

Data literacy

Stakeholder influence

Tools

Gorgias

Shopify

Recharge

Global-e

Job description

T2 Tea, Melbourne-based, seeks a Customer Care Manager to lead and evolve our customer experience across stores, online, Tea Society, Sipscription and wholesale partners. You’ll manage a small team from our Melbourne Support Office, implementing AI-driven automation and ensuring consistent, on-brand service globally.

You’ll partner with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to convert insights into tangible improvements and growth. A genuine tea passion is a plus.