Customer Service Team Leader

We're looking for an outstanding and experienced Customer Service Team Leader to take ownership of our customer experience function and the people behind it. This is a hands-on leadership role for someone who is equally comfortable coaching a team, diving into support data, and rolling up their sleeves to resolve an escalated customer issue.
You'll lead a team of customer service agents, drive continuous improvement through data and analytics, and play a key role in shaping the customer experience strategy for our Australian eCommerce brand. If you have a background in fashion retail, know Gorgias and Shopify inside-out, and love using data to tell stories and drive decisions - we want to hear from you.

Key Details
Location: Remote (Australia-based Ecommerce brand)
Employment Type: Full-time
Reporting To: Ecommerce Manager
Direct Reports: Customer Service Agents (team size varies)
Core Tools: Gorgias, Shopify, Loop, Google Drive and associated analytics platforms

What You'll Do

Team Leadership & People Management
Lead, coach, and develop a team of customer service agents - running regular 1:1s, performance reviews, and team huddles
Set clear team goals, KPIs, and individual performance expectations aligned to business objectives
Manage rostering, workload distribution, and capacity planning across peak and off-peak trading periods (EOFY, BFCM, seasonal launches)
Onboard and train new tea ---------- mbers, building and maintaining SOPs, macros, and knowledge base content in Gorgias
Foster a high-performing, positive team culture - even in a remote environment
Act as the first point of escalation for complex or sensitive customer issues

Customer Operations & Platform Management
Oversee day-to-day customer service operations across email, live chat, and social channels via Gorgias
Manage Gorgias configuration including rules, automation, tagging taxonomy, and macro libraries to optimise team efficiency
Ensure accurate and timely processing of orders, returns, exchanges, and refunds via Shopify
Liaise with warehouse, fulfilment, and logistics partners to resolve order and shipping issues specific to the Australian market
Maintain quality assurance standards through ticket auditing and agent feedback loops

Data, Analytics & Reporting
Own the customer service reporting suite - tracking CSAT, first response time, resolution time, ticket volume, and backlog across weekly, monthly, and seasonal cycles
Analyse customer contact trends to surface root causes and identify opportunities to reduce inbound volume through proactive communication or self-service
Build and present regular performance reports for senior stakeholders, translating data into clear, actionable insights
Use Gorgias analytics and Shopify data together to understand the relationship between order activity, customer satisfaction, and repeat purchase behaviour
Contribute to broader business decisions by providing the customer perspective - backed by data

Strategy & Continuous Improvement
Identify and lead initiatives to improve team processes, tools, and the overall customer journey
Partner with marketing, product, and operations teams to ensure the customer experience is considered across all business decisions
Stay across industry best practices, platform updates (Gorgias, Shopify), and emerging trends in fashion eCommerce CX

What We're Looking For

Essential
2 - 5+ years in a customer service role within Australian eCommerce, with at least 1 - 2 years in a team leader or supervisory capacity
Proven experience managing and developing a team - including performance management, system management, coaching, and rostering
Advanced hands-on experience with Gorgias - including automation, rules, reporting, and macro management
Strong working knowledge of Shopify - orders, analytics, customer records, returns, discount management, and admin workflows
Demonstrable experience with data and analytics - building reports, interpreting trends, and presenting findings
Solid understanding of Australian consumer law (ACL) and eCommerce logistics (Australia Post, UPS, etc.)
Exceptional written and verbal communication skills - able to adapt tone for customers, agents, and senior leadership

Highly Desirable
Background in fashion, apparel, or lifestyle eCommerce - you understand the product, the customer, and the seasonal cadence
Experience with complementary tools such as Loop Returns, Klaviyo, Yotpo, or similar
Familiarity with building or contributing to help centre / self-service content strategies
Exposure to social media customer care at scale (Instagram, Facebook, TikTok)
Experience working cross-functionally with marketing, warehouse, and tech/product teams
Comfort with BI tools, spreadsheet reporting, or dashboard tools (e.g. Google Looker Studio, Excel, or similar)

What We Offer
Competitive salary package commensurate with experience
Flexible working - remote and flexible hours
A high-trust environment where your ideas and initiatives are valued
Clear pathway for growth as the brand and team scale
A close-knit, collaborative culture that genuinely cares about the customer experience

How to Apply
Please submit your CV and a cover letter outlining your experience leading customer service teams, your approach to using data to drive CX decisions, and a highlight from a brand or project you're proud of.

Applications are reviewed on a rolling basis - we'd love to hear from you soon.