Customer Experience Team Leader

Created with a love for fashion, Petal and Pup was founded in 2014 with a focus on curating must-have trends for the Australian customer. With an Instagram account and a digital storefront combined with a passion for selecting the best, fashion forward styles, Petal and Pup quickly grew into a global online shopping destination.   

Today, we have over 2 million followers across various social channels, customers in over 80 countries and operations spanning Australia and the USA. We are a brand that is leading the wave of next generation, socially native shopping experiences.

We are a people-centric culture building sincere relationships with our customers and our teams.  We Are Thoughtful We Are Ambitious We Are Easy to Love

We have operations in Brisbane, Australia and California, USA.  We are looking for e-commerce, fashion and customer enthusiasts to join our growing team. Our digital first approach has shaped us to be innovators in our practices, technologies and partnerships.

If you are a problem solver, self-starter, optimist who loves collaborating and figuring things out, then we would love to connect with you! 

The Customer Experience Team Leader is responsible for overseeing the day to day operations of the CX Team and is proactive to ensure smooth team operations and effective collaboration. The CX Team Lead is also responsible for supervising, managing and motivating team members on a daily basis, inspiring and motivating team members with regular encouragement and keeps the enthusiasm going by providing individualized coaching when needed. The CX Team Lead implements strategies that team members use to achieve goals, delegating tasks based on each member’s strengths and skills and offering the training necessary to complete certain tasks.

Essential Functions

• Oversee day to day operation of the Customer Experience Team
• Lead team discussions to help develop strategies & procedures that will contribute to improving overall customer experience
• Maintain clear and open communication within the Customer Experience team
• Build and maintain strong professional relationships with the Customer Experience Team and across all departments, creating an inspiring team environment and open communication culture
• Develop reward systems for productivity that motivate new hires and seasoned team members
• Conduct team performance evaluations and report on metrics
• Monitor and communicate any issues with management promptly
• Perform regular one on one’s and discover training needs to provide coaching as needed
• Delegate tasks and set deadlines for CX Team
• Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms
• Respond to customer enquiries across all platforms
• Meet and strive to exceed individual and team Customer Experience KPI’s and targets
• Fulfill end to end customer service
• Support customers and CX Team with escalated enquiries through to resolution
• Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave
• Other duties as assigned

Desired Education and Experience

• 2+ years of Customer service experience with a track record of providing excellent customer service
• Education in Business or related field
• Basic level of understanding of CRM Platform and communication tools
• Experience in retail e-commerce direct to consumer operations preferred
• Advanced computer skills including Microsoft Windows and Google Suite
• Experience with Shopify Plus desirable.

Knowledge and Skill Requirements

• Ability to multitask & self-manage time spent on tasks to ensure maximum output
• Strong problem-solving skills to ensure a positive experience for all customers
• Remain positive and promote a culture of continuous improvement and engagement within the team
• Must be organised, a self-starter, and have strong interpersonal skills to work effectively and build strong relationships with CX team, cross functional teams and business partners
• Excellent written, verbal, and presentation skills.