TEAM LEADER - CUSTOMER EXPERIENCE

Winc; Sydney; On-site; AUD 90,000 - 125,000; Full time

Benefits offered by this job

Quarterly awards program

Team discounts

Corporate partner discounts

Job summary

Winc is seeking a Team Leader, Customer Experience to guide and develop a team of CX Agents in our Sydney contact centre. You will coach, monitor performance, and drive continuous improvement while upholding our values and inclusive culture.

In this role you will partner with the Contact Centre Manager, conduct regular performance reviews, and ensure delivery of service, quality, and productivity KPIs. A background in SAP/Salesforce/Genesys is advantageous.

Qualifications

• 3+ years' experience in Contact Centre leadership with a strong understanding of operational KPIs and performance metrics.
• Proven ability to coach, develop, and motivate team members to achieve individual and team goals.
• Experience leading and managing attendance, accountability and performance.
• Experience using SAP, Salesforce and Genesys within customer service environments.

Responsibilities

• Support the Contact Centre Manager to deliver exceptional customer outcomes and achieve team objectives.
• Act as the first point of escalation for CX Agents.
• Monitor team performance, identify trends, and provide coaching and feedback to improve results.
• Hold performance, development, and behavioural discussions in line with Winc’s values.
• Conduct regular 1:1s, half-yearly and yearly performance reviews, and maintain relevant employee records.
• Manage attendance, absenteeism, and return-to-work discussions.

Skills

Coaching & performance management

Stakeholder management

Clear communication

Analytical thinking

Tools

Microsoft Office

SAP

Salesforce

Genesys

Job description

At Winc, we inspire Australians with better ways to work and learn. We provide a wide range of products and solutions, from office and school essentials to print, marketing, and workspace technology, supporting over 100,000 workplaces nationwide.

We’re known for exceptional customer service (70%+ NPS) and were recognised in 2025 as an Australian Business Award winner for Customer Service Excellence and Customer Experience Management.

ROLE PURPOSE

The Team Leader, Customer Experience (CX) is responsible for leading, coaching, and supporting a team of Customer Experience Agents in our Contact Centre to deliver exceptional customer outcomes. By putting customers at the heart of everything we do, the role drives team performance through ongoing coaching, mentoring, quality monitoring, and capability development, while fostering a positive, inclusive, and high-performing team culture.

KEY ACCOUNTABILITIES

• Support the Contact Centre Manager to deliver exceptional customer outcomes and achieve team objectives.
• Act as the first point of escalation for CX Agents.
• Monitor team performance, identify trends, and provide coaching and feedback to improve results.
• Hold performance, development, and behavioural discussions in line with Winc’s values.
• Conduct regular 1:1s, half-yearly and yearly performance reviews, and maintain relevant employee records.
• Manage attendance, absenteeism, and return-to-work discussions.
• Ensure compliance with processes, policies, and best practice ways of working.
• Identify customer enquiry trends and partner with stakeholders to drive improvements.
• Deliver team KPIs across service, quality, productivity, and responsiveness metrics.
• Conduct quality coaching, feedback sessions, and participate in calibration activities.
• Foster a positive, engaged, and high-performing team culture.

WHAT WE LOOK FOR

• 3+ years' experience in Contact Centre leadership with a strong understanding of operational KPIs and performance metrics.
• Demonstrated experience leading and managing team performance, behaviours, attendance, and accountability.
• Proven ability to coach, develop, and motivate team members to achieve individual and team goals.
• Proficiency in Microsoft Office Suite and customer service platforms such as SAP, Salesforce, and Genesys.
• Strong communication, stakeholder management, and conflict resolution skills.
• Experience supporting and embedding change initiatives within a fast-paced operational environment.
• Sound analytical and problem-solving skills, with the ability to use business metrics to drive performance and continuous improvement.

WORKING WITH WINC

• Our highly engaged team work together to create a positive impact both at Winc and in the communities we operate. We are a collaborative bunch, continually improving our performance and the value we deliver.
• We believe we're better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
• We are focused on working towards a more sustainable future through our Winc Social Agenda - our plan to make a difference through Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging and Management of Waster as well as Ethical Sourcing. This is where we take action to make the biggest different.
• We're passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc. Over 45% of the roles we advertised in 2025 were awarded to an internal candidate!
• We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
• And finally, there's plenty of perks! Our much-loved quarterly Winc Awards recognition program, team discounts and plenty of corporate partner discounts.