Job Description
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 prospect 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
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.
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
Strong 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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