JOB PURPOSE

Hampers With Bite is looking for a proactive and people-focused Customer Service Team Lead to support us through our peak season and ensure a seamless post-sales experience. Reporting directly to the General Manager, you will act as the bridge between frontline customer service & the wider team.

This role combines hands-on support with leadership and coaching, while also providing valuable insights that help drive retention, repeat business, and customer satisfaction.

This is a full-time contract role in our Altona North office for 6 months, with the possibility to extend to a permanent position in the new year.

The Role:

Team Leadership & Coaching

Act as the first point of escalation for complex or sensitive customer issues.

Lead and mentor a group of Customer Service Representatives, both on and off-shore.

Provide guidance, training, and regular feedback to improve performance and service quality.

Customer Experience & Retention

Work closely with the Sales team to ensure a smooth handover from acquisition to service.

Champion the “voice of the customer” and provide insights into common challenges and opportunities.

Lead and coach your team in the day-to-day to deliver seamless customer service experiences across all relevant channels

Operations & Performance

Monitor daily workflows, ensuring SLAs and KPIs (FRT, CSAT, resolution rates) are met.

Oversee scheduling, workload balancing, and coverage planning.

Work alongside Business Systems & Projects, Operations and Sales in implementing new service processes and tools.

Reporting & Insights

Track and analyse service performance metrics, sharing regular reporting to Senior Leadership and Customer Service teams.

Identify trends in customer queries and recommend improvements to processes, FAQs, or communications.

Collaborate with Marketing & Sales on customer feedback loops and communication strategies.

Specifications:

Knowledge (Qualifications/Work Experience)

Minimum 5 years in a similar role

Proficiency in CRM or Helpdesk platforms (Hubspot)

Dialpad or other

Skills

Excellent verbal & written communication skills

Problem solving

Proven leadership and coaching abilities, able to motivate and guide a team in an e-commerce / retail role

Customer first mindset

Hands on approach to supporting both staff and customers

Analytical skills - ability to spot trends and interpret data

Attributes

Positive

Adaptable and agile

Ability to work autonomously and part of a collaborative team

Organised and solutions focused with a genuine passion for delivering authentic and positive customer experiences