We're hiring someone to run the day-to-day.
Vital+ is a premium wellness brand selling ice baths, chillers, saunas, and accessories across AU, US, UK, and NZ.
We're in an active build-out phase across our CX function and we're looking for a Team Leader to own the operational layer of our customer service team.
This role reports directly to our CS/CX Manager.
It's hands-on, and if you're a customer obsessed superstar we want to hear from you.
What you'll do Team Leadership and Performance Lead and coach our offshore CS team through 1:1s, ticket reviews, and structured development conversations.
Own queue health and daily prioritisation during business hours, including roster and coverage management.
Drive team performance against CSAT, response time, and resolution targets.
Build a culture where quality is the default, not something you have to chase.
Escalation and Compliance Handle first-line escalations across warranty cases, order disputes, and high-value complaints, triaging efficiently and accurately.
Maintain clear documentation and decision records across escalated cases.
Apply working knowledge of ACL obligations including warranty determinations, consumer remedies, and when to escape to the CS/CX Manager.
Process and Platform Act as the day-to-day Gorgias operator, keeping macros, views, and workflows clean.
Monitor and manage external reviews and flag anything requiring escalation.
Deliver ongoing training to the team as the function and product range evolves.
Insights Surface patterns across volume drivers, recurring issues, and quality gaps.
Feed findings back to the CS Manager with clear context, not just raw data.
Manage the CS team weekly newsletter.
What we're looking for 3+ years in customer experience with at least 2 years directly leading frontline agents in a DTC, e-commerce,



or fast-moving consumer environment.
Proven track record improving NPS/CSAT and reducing churn at scale.
Experience leading offshore teams and navigating time-zone challenges.
Working knowledge of ACL including warranty obligations, major and minor failure determinations, and consumer remedies.
Passion for people management and development.
Comfortable offering insights through data analysis and picking up qualitative themes.
Strong written communication and negotiation skills.
Ability to coach clear, brand-aligned tone.
Strong knowledge and understanding of G Suite and related applications.
Strong analytical skills; advanced Excel.
NSW-based and available to work onshore full-time.
How you operate You hold a consistent high bar for your work, your team and your performance.
Excellent leadership, communication, and stakeholder management skills.
Strong analytical and problem-solving skills.
Ability to work collaboratively across functions, geographies, and cultures.
Solid commitment to consumer satisfaction and service excellence.
You enjoy a lunch with the team and social events.
Why this role Vital+ is a brand people are genuinely passionate about and we have an amazing community!
We offer 2 WFH days with consistent flexibility options and a highlight on a work-life balance.
Incredible office location in Surry Hills Sydney in a dog-friendly office, You'll sit directly under the CS/CX Manager with a clear line of sight into strategy.
The wellness category is growing, the team is tight, and this role has real visibility into a broader leadership track as the function matures.
Competitive salary package with room to evolve as the business does.
Note: Only successful applicants will be contacted.
We appreciate everyone who applies, please keep connected should you not hear from us.
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📌 Customer Service Team Leader (New South Wales)
🏢 Vital+
📍 New South Wales