Job Description
We're hiring someone to help run the day-to-day.
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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.
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What you'll do
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Team Leadership and Performance
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Lead and coach our offshore CS team through 1:1s, ticket reviews, and structured development conversations.
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Own queue health and daily prioritisation during business hours, including roster and coverage management.
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Drive team performance against CSAT, response time, and resolution targets.
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Build a culture where quality is the default, not something you have to chase.
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Escalation and Compliance
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Handle first-line escalations across warranty cases, order disputes, and high-value complaints, triaging efficiently and accurately.
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Maintain clear documentation and decision records across escalated cases.
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Apply working knowledge of ACL obligations including warranty determinations, consumer remedies, and when to elevate to the CS/CX Manager.
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Process and Platform
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Act as the day-to-day Gorgias operator, keeping macros, views, and workflows clean.
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Monitor and manage external reviews and flag anything requiring escalation.
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Deliver ongoing training to the team as the function and product range evolves.
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Insights
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Surface patterns across volume drivers, recurring issues, and quality gaps.
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Feed findings back to the CS Manager with clear context, not just raw data.
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Manage the CS team weekly newsletter.
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What we're looking for
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3+ years in customer experience with at least 2 years directly leading frontline agents in a DTC, e-commerce, or fast-moving consumer environment.
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Proven track record improving NPS/CSAT and reducing churn at scale.
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Experience leading offshore teams and navigating time-zone challenges.
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Working knowledge of ACL including warranty obligations, major and minor failure determinations, and consumer remedies.
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Passion for people management and development.
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Comfortable offering insights through data analysis and picking up qualitative themes.
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Strong written communication and negotiation skills.
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Ability to coach clear, brand-aligned tone.
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Strong knowledge and understanding of G Suite and related applications.
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Strong analytical skills; advanced Excel.
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NSW-based and available to work onshore full-time.
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How you operate
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You hold a consistent high bar for your work, your team and your performance.
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Excellent leadership, communication, and stakeholder management skills.
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Strong analytical and problem-solving skills.
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Ability to work collaboratively across functions, geographies, and cultures.
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Strong commitment to consumer satisfaction and service excellence.
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You enjoy a lunch with the team and social events.
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Why this role
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Vital+ is a brand people are genuinely passionate about and we have an amazing community!
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We offer 2 WFH days with consistent flexibility options and a highlight on a work-life balance.
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Incredible office location in Surry Hills Sydney in a dog-friendly office.
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Market-competitive salary package with room to evolve as the business does.
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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.
#J-*****-Ljbffr

📌 Customer Service Team Leader (New South Wales)
🏢 Vital
📍 New South Wales