Customer Care Team Leader

Goodbye Positive Boy | Brisbane or Melbourne | Hybrid

Help families say goodbye, well.

Goodbye Good Boy provides compassionate end-of-life care for pets, and support for the families who love them. We've reimagined the entire end-of-life experience, built by people who've been through pet loss themselves, and it shows: over 1,100 five-star reviews, and a team that genuinely cares about getting this right.

We're looking for a Customer Care Team Leader to lead our growing customer care team of 8 part-time staff, the first point of contact for families on one of the hardest days of their lives. You'll report directly to James, our founder, work Monday to Friday with a rotating Saturday, and split your time between coaching your team and staying hands-on with the work itself.

We care more about how you lead people and treat customers than where you've worked before, so if you don't tick every box, apply anyway.

What success looks like in this role

- Your team feels coached, supported and clear on what great looks like, not just managed

- Families get consistent, compassionate care regardless of which team member picks up the phone

- You're spotting where processes or tools are slowing the team down and fixing them, not just flagging them

- You're always thinking about how we get to the next level, and the process and system changes we need to get there

- You're comfortable stepping in on a difficult call yourself when the team needs it

What you'll do

- Lead, coach and develop a team of 8 part-time customer care staff, staying close to day-to-day service delivery

- Jump into customer enquiries directly when the team needs backup

- Build and manage a roster that ensures consistent service delivery, 7 days a week





- Own training, systems and ways of working, and bring the team along as things change

About you

- 2+ years leading or supervising a team, in any customer-facing, service or care-based environment

- You lead by example. Your team would say you're fair, present and easy to bring problems to

- Comfortable with CRM/helpdesk tools and using data to make decisions, not just gut feel

- Self-motivated and results-focused, but you don't mistake busy for effective

- Able to hold real empathy for grieving families without it costing you your own resilience day after day

Background that works well here

We welcome candidates from a wide range of backgrounds. Strong candidates could come from:

- Contact centre or customer support leadership

- Veterinary practice management, customer care team management or clinic coordination, especially those looking to step beyond clinical settings while still supporting pets and their people

- Healthcare, allied health or aged/disability care, anywhere you led a team through emotionally sensitive or high-pressure situations

- Any industry where you've led a small team and care deeply about how customers are treated

Familiarity with HubSpot, Aircall or similar CRM/helpdesk tools is a plus, not a requirement.

Why Goodbye Good Boy

- Join a business that's growing fast and taken seriously in a space most companies avoid

- $75,000–$90,000 + super, plus performance-based incentives

- Real autonomy: you'll own this team's performance, not just execute someone else's plan

- Work that matters, every single day

Sound like you? James and the team would love to hear from you, particularly if you've spent your career caring for people and are ready to lead the team that does it at scale.

📌 Customer Care Team Leader (Melbourne)
🏢 Goodbye Goodboy
📍 Melbourne