Senior Manager - Customer Care And Governance

Bendigobank; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

50% tea discount

Moment Makers rewards

Volunteer leave

EAP

Hybrid working

Job summary

T2 seeks a Senior Manager Customer Care & Governance to lead how we serve customers across Australia, New Zealand and beyond from our Melbourne office. You will drive faster service, implement AI to handle routine tasks, and translate customer insights into improvements across products and policies.

You will manage a small permanent team plus seasonal staff, oversee email, chat, social, and phone support in Gorgias, Shopify, Recharge and Global-e, and build pre-purchase tea and teaware selling

Qualifications

• 2+ years leading customer care/customer experience teams in a multi-channel retailer with stores & online.
• Hands-on experience with Gorgias and Shopify; Recharge and Global-e knowledge preferred.
• Track record of introducing automation and AI into customer service, and bringing team along.
• Experience turning customer service into a sales channel and owning sales targets.
• Experience running a Voice of Customer or feedback programme that led to change.
• Strong data literacy with ability to turn numbers and comments into a clear story.

Responsibilities

• Lead service across email, chat, social, phone and reviews in Gorgias with clear SLAs.
• Be the go-to support line for store teams, ensuring consistent answers in-store and online.
• Resolve online/international/subscription queries end to end with partners like DHL.
• Own automation roadmap and the Gorgias AI Agent; keep Help Centre accurate and on-brand.
• Build pre-purchase selling with tea, gifting and teaware advice, grow Sipscription/Tea Society.
• Run Voice of Customer programmes: tagging, surveys, insights reports.
• Partner with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to turn insights into actions.
• Forecast contact volumes and manage Customer Care budget; lean seasonal resourcing.
• Lead, coach and grow a small team, prioritise wellbeing in a demanding role.

Skills

Leadership

Multi-channel support

Data storytelling

Influence cross-functionally

Tea curiosity

Tools

Gorgias

Shopify

Recharge

Global-e

Job description

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Reporting to the Director of Retail & Wholesale, the Customer Care Manager leads how T2 looks after customers wherever they find us: in our stores, online, through Tea Society and Sipscription, and on the shelves of our wholesale partners. You\'ll lead Customer Care across Australia, New Zealand and the rest of the world from our Melbourne Support Office, with a small permanent team plus a seasonal crew for peak.

This isn\'t a role about clearing tickets. You\'ll make service faster and more on-brand, put AI and automation to work on the routine stuff so your team can focus on the conversations that matter, and turn helpful chats into confident purchases. Just as importantly, you\'ll take what customers tell us to the people who can fix it, so they need to contact us less. You\'ll be as at home in Gorgias as you are presenting customer insight to senior leaders, with a genuine curiosity about tea to match.

Your day-to-day will include:

• 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

About you

• 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

Life at T2

• Enjoy a 50% discount to spoil yourself, plus endless cups of tea.
• Get recognition and rewards. T2 celebrates our teams\' contributions through our Moment Makers program, featuring exciting prizes.
• Volunteer leave day per year with a purpose aligned organisation.
• Workplace policies with impact: Gender equity policy, Equitable remuneration policy and Flexible working arrangement options
• Employee Assistance Program (EAP).
• T2 Community Crew ensures we celebrate every occasion in the calendar – bringing fun and excitement to life at T2.
• Our head office is located in vibrant Collingwood, conveniently close to a range of great cafés and well‑connected public transport options, including both train and tram services. We also offer a hybrid working arrangement.

About the application process

Don’t feel like you meet every single requirement? Still apply! We’d love to receive your application if most of your experience matches and you think you’ll thrive in this role.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

No agencies please – we have this one brewing in-house.

Customer Care Reporting & Insights Analyst

Posted 2 days ago

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