Lead People. Drive Customer Experience.

Oztent Australia is looking for an experienced and forward-thinking Customer Care Team Leader to lead our Customer Care function and drive exceptional customer experiences across Australia and global markets.

Reporting directly to the CEO, this is a unique opportunity to lead a high-performing team while influencing the future of customer service through operational excellence, process improvement, sales integration, and the practical application of emerging technologies including AI and automation.

This role is ideal for a customer service leader who enjoys balancing strategic thinking with hands-on operational leadership and is excited by the opportunity to leverage technology to improve team productivity and customer outcomes.

About the role

As Customer Care Team Leader, you will oversee all aspects of the Customer Care department, including customer service delivery, warranty and repairs management, operational support, sales opportunity development, team leadership, and continuous improvement initiatives. You'll work closely with Sales, Operations, Logistics and Technology stakeholders to ensure an exceptional customer journey while identifying smarter and more efficient ways of working through automation, AI tools and modern customer engagement technologies.

Key responsibilities

Team Leadership & Customer Experience

- Lead, coach and develop a team of Customer Care professionals
- Create a customer-first culture focused on service excellence
- Act as the final escalation point for complex customer enquiries
- Monitor service levels, customer satisfaction and team performance
- Develop and implement customer care strategies that support business growth
- Identify and create sales opportunities through customer interactions and support channels
- Manage customer returns, repairs and warranty programs.

Operations & Continuous Improvement
- Develop and improve customer service processes, systems and workflows
- Manage departmental budgets, resources and performance targets




- Coordinate with logistics partners, freight providers and internal stakeholders
- Analyse departmental performance and provide recommendations for improvement
- Create meaningful reporting and insights that support decision-making
- Drive continuous improvement initiatives across customer care operations.

Technology, AI & Innovation
- Champion the practical use of AI tools to improve productivity, efficiency and customer outcomes
- Identify opportunities to automate routine tasks and streamline workflows
- Work with stakeholders to define future Customer Care system requirements
- Collaborate with software and technology providers to enhance business processes
- Leverage data and technology to improve service delivery, reporting and performance visibility
- Lead the adoption of innovative customer experience technologies and operational improvements.

About you

- You are an experienced customer service leader who enjoys improving systems, developing people and delivering outstanding customer experiences.

You will bring

- Proven experience leading customer service, customer care or contact centre teams
- Strong people leadership and coaching capabilities
- Experience managing customer escalations, warranty or service operations
- Commercial awareness and the ability to identify growth opportunities
- Excellent communication, stakeholder management and problem-solving skills
- Solid analytical and reporting capability
- Experience using CRM and customer management platforms
- Confidence adopting new technologies and driving digital transformation initiatives
- Exposure to AI tools, workflow automation or process optimisation initiatives will be highly regarded
- Advanced Microsoft Office skills
- Current Australian Driver's Licence.

About us Oztent is one of Australia's most recognised outdoor and adventure brands. Our success is built on delivering innovative products, exceptional customer experiences and a culture of continuous improvement. As we continue to grow, we are embracing new technologies and smarter ways of working to ensure we remain at the forefront of our industry.

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