About Us:
Lucent Globe is an eco-friendly, sustainability-focused brand providing innovative cleaning solutions to Australian households. Our mission is to offer high-quality, environmentally responsible products that help our customers contribute to a cleaner planet. As a growing e-commerce business, we take pride in delivering excellent customer service and creating meaningful experiences with our customers every day.

The Role:
We are seeking an experienced Customer Experience Team Leader to lead our dedicated support team. This hands-on role requires someone who thrives in a fast-paced e-commerce environment and has a passion for delivering exceptional customer experiences.

Key Responsibilities:

Lead, mentor, and manage the customer experience team to ensure high performance across all customer service channels.

Oversee day-to-day operations, including email, live chat, and social media support, ensuring quick response times and high-quality resolutions.

Assist the team in resolving customer inquiries and solving tickets

Monitor team performance using key metrics and provide regular coaching and feedback.

Work closely with other departments to ensure seamless communication and smooth resolution of any issues.

Continuously improve processes, suggest new strategies, and implement changes to elevate the customer experience.

Utilise tools like RichPanel and Shopify to manage and optimise customer support efforts.

Handle escalated inquiries and complaints with professionalism and efficiency.

About You:

Proven experience as a team leader or manager in a customer service environment, ideally within an e-commerce brand.

Strong experience with customer service platforms such as RichPanel and Shopify is preferred but not required.

Excellent communication and interpersonal skills, with the ability to coach and motivate a team.

Strong problem-solving skills and the ability to handle customer issues in a fast-paced environment.

A proactive, solutions-focused mindset and the ability to make data-driven decisions.

Passion for sustainability and eco-friendly products!

Why Join Us?

Be part of a growing, purpose-driven company focused on making a positive environmental impact.

Work with a passionate team and be empowered to drive innovation in customer experience.

Opportunities for growth and professional development.

Flexible working arrangements, including the option to work from home on Wednesdays.