Customer Experience Team Leader - Skincare Cosmeceuticals
Synergie Skin is an Australian owned, leading manufacturer of skincare for the medical aesthetics and beauty therapy sectors.
We are trusted by clinics, dermatologists, beauty professionals and end users across Australia and in more than seven international markets.
From our manufacturing facility in Springvale, we are one of the few genuinely vertically integrated skincare businesses in the country.
The Opportunity
We are looking for a hands‐on Customer Experience Team Leader to lead our Customer Experience team and ensure our customers receive an exceptional experience at every touchpoint.
You will oversee the B2B and B2C customer journey, from account onboarding and order processing through to enquiries, returns and escalations.
You will lead and develop the team, act as the first point of escalation for complex matters and work closely with Sales, Marketing, Digital, Operations, Fulfilment and Education to keep the customer experience seamless.
This role also has a strong operational focus, with responsibility for identifying process improvements, supporting promotions and product launches, and ensuring our systems and ways of working continue to evolve.
What You'll Do
Lead, coach and support the Customer Experience team to deliver exceptional service
Oversee the B2B and B2C customer journey, including orders, enquiries, returns and escalations
Act as the first point of escalation for complex customer and team matters
Work closely with Sales, Marketing, Digital, Operations, Fulfilment and Education to support customers and commercial initiatives
Act as the voice of the customer, identifying trends, recurring issues and opportunities for improvement
Support promotions and product launches across NetSuite, Shopify and the Pro Portal
Lead process improvement initiatives and maintain practical SOPs and ways of working




Keep the Head of Operations informed of significant customer, operational and service issues
Oversee day-to-day office operations and coordinate external providers and IT requirements
What We're Looking For
Proven experience leading a customer service, customer experience or administration team, ideally within beauty, skincare, medical or healthcare
Strong communication, problem-solving and people leadership skills
Highly organised, detail oriented and able to manage competing priorities
Confident managing customer escalations and working across multiple teams
Strong IT skills, including Microsoft Office and CRM or ERP systems
NetSuite or HubSpot experience is highly regarded
A genuine interest in improving processes and finding better ways of working
Beauty Therapy qualifications or skincare/beauty industry experience is advantageous but not essential
How We Work
Skills get you shortlisted.
'Fit' is what makes you thrive here.
We are looking for someone who genuinely operates the way we do, guided by our 5 values.
Customer-Centricity.
You care about creating an exceptional experience for every customer.
Curiosity.
You ask questions, challenge the status quo and look for better ways to work.
Collaboration.
You build strong relationships and understand that great customer experiences rely on the whole business working together.
Clarity.
You communicate clearly, keep people informed and address issues early.
Continuous improvement.
You are always looking for ways to improve processes, systems and outcomes.
Why Join Us?
Lead a team with genuine influence over the customer experience
A varied role spanning people leadership, customer experience and operations
Work closely with teams across the entire business
Cooperative and supportive culture where initiative is valued
Modern, refurbished facilities in Springvale
Competitive salary commensurate with experience
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📌 Customer Experience Team Leader - Skincare Cosmeceuticals (Melbourne)
🏢 Synergie Skin
📍 Melbourne