Customer Service Lead - Phone Sales (AU/US)

Living in a Bubble; Philippines; On-site; PHP 520,000 - 780,000; Full time

Benefits offered by this job

13th month pay

HMO PHP 200,000 coverage

Paid Leave

Vacation leave

Seasonal performance bonuses

Job summary

Living in a Bubble is seeking a remote, phone-first Customer Service Lead based in the Philippines. You will own the customer conversation, lead the CS function and build the systems that keep us delivering exceptional service.

You’ll manage a Customer Service Specialist, define standards, run quality reviews, and report insights to a co-founder. Strong English, coaching mindset and a track record in high-value phone sales are essential.

Qualifications

• Minimum 3 years of phone-based customer service or sales as your primary role.
• Proven track record selling or retaining customers on the phone with targets.
• People management experience – coached and developed at least one teammate.
• Experience serving Australian or Western customers is a strong signal.

Responsibilities

• Phone sales and high-value customer conversations with real authority.
• Lead the customer service function, set standards and review quality.
• Own training materials, SOPs, macros, tagging and knowledge base.
• Report performance, trends and customer insights to the co-founder.

Skills

Excellent spoken English

Phone-based customer service

People management

High-value sales on phone

Australian/Western customers

Tools

Gorgias

Asana

Slack

Shopify

Job description

About Us

Living in a Bubble is a fast-growing e-commerce brand specializing in premium campervan and outdoor lifestyle accessories. We operate across Australia, the USA, Canada and Germany, serving a global community of adventurers with products that blend thoughtful design, durability and practicality.

About Us

Living in a Bubble is a fast-growing e-commerce brand specializing in premium campervan and outdoor lifestyle accessories. We operate across Australia, the USA, Canada and Germany, serving a global community of adventurers with products that blend thoughtful design, durability and practicality.

THE ROLE

This is a phone-first management role, and it has three parts. You need to be strong in all of them.

You are the person over the phone

You handle our highest-value customer conversations

You lead the customer service function

You manage our Customer Service Specialist, set the standards, run quality reviews and lift performance.

You build the systems

You own how customer service runs here — the SOPs, the macros, the tagging, the reporting, the quality bar — and you report on it directly to a co-founder.

You will work independently and be fully accountable for this area.

What You Will Do

Phone sales and high-value customer conversations

• Answer pre-sales questions on the phone
• Answer fit and compatibility questions with real authority: which product suits which vehicle, setup and use case. This is where trust is won or lost
• Handle how-to and product usage questions, before and after purchase
• Build genuine confidence with Australian and US customers. Warmth, clarity and consistency matter more here than raw call volume

Leading the function

• Manage, coach and set standards for the Customer Service Specialist
• Run quality reviews on calls and messages, and give direct, useful feedback
• Own the training and onboarding material for the customer service area

Running and improving customer service

• Own the SOPs, macros, tagging structure and knowledge base
• Reduce avoidable contact volume.
• Resolve faults, replacements and refunds fairly and within agreed limits
• Spot recurring problems, elevate them with evidence, and push for the fix at the source

Reporting to leadership

• Report performance, trends and customer insight to the co-founder on a regular cadence
• Bring the voice of the customer into product and operations decisions
• Flag what is breaking before it breaks

Requirements

WHAT YOU NEED

Essential

• Excellent, clear spoken English, easily understood by Australian and US customers. This is non-negotiable
• Minimum 3 years of phone-based customer service or sales as your primary role — not occasional calls alongside email. Expect a live phone assessment during hiring
• A real track record selling or retaining customers on the phone, against a target you were accountable for. Higher-value or considered-purchase selling is preferred over high-volume transactional calling
• People management experience — you have managed, coached and developed at least one team member, and can tell us what they became under you

Strongly Preferred

• Experience serving Australian or Western customers — Australian-facing accounts in BPO, banking, telco or airlines are a strong signal
• Customer support or sales experience
• Experience improving a customer service function, not just working within one

Nice to have — we will train you

• Gorgias, or any comparable helpdesk
• Asana, Slack. Shopify

HOURS

Remote, based in the Philippines. Full-time, 40 hours per week. 8:00am - 5:30pm AEST with a 1.5 hour break (12:30PM), across 4 weekdays and Sunday. (Saturday off, 1 weekday off)

Benefits

WHAT WE OFFER

• A full-time remote role with a stable, long-term team
• Real ownership of an area, reporting directly to a co-founder
• Paid training and onboarding, including product and systems training
• Support for further training or certification relevant to the role
• After your 6-month probation: 13th month pay; HMO (PHP 200,000 coverage); Paid Leave; Vacation leave; seasonal performance bonuses