Customer Experience Team Lead

ssential Functions

Oversee day to day operation of the Customer Experience Team
Lead team discussions to help develop strategies & procedures that will contribute to improving overall customer experience
Maintain clear and open communication within the Customer Experience team
Build and maintain strong professional relationships with the Customer Experience Team and across all departments, creating an inspiring team environment and open communication culture
Develop reward systems for productivity that motivate new hires and seasoned team members
Conduct team performance evaluations and report on metrics
Monitor and communicate any issues with management promptly
Perform regular one on one’s and discover training needs to provide coaching as needed
Delegate tasks and set deadlines for CX Team
Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms
Respond to customer enquiries across all platforms
Meet and strive to exceed individual and team Customer Experience KPI’s and targets
Fulfil end to end customer service
Support customers and CX Team with escalated enquiries through to resolution
Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave
Other duties as assigned


Desired Education and Experience

2+ years of Customer service experience with a track record of providing excellent customer service
Education in Business or related field
Basic level of understanding of CRM Platform and communication tools
Experience in retail e-commerce direct to consumer operations preferred
Advanced computer skills including Microsoft Windows and Google Suite
Experience with Shopify Plus desirable


Knowledge and Skill Requirements

Ability to multitask & self-manage time spent on tasks to ensure maximum output
Strong problem-solving skills to ensure a positive experience for all customers
Remain positive and promote a culture of continuous improvement and engagement within the team
Must be organised, a self-starter, and have strong interpersonal skills to work effectively and build strong relationships with CX team, cross functional teams and business partners
Excellent written, verbal, and presentation skills.


We care about our employees and have curated a benefit package that enriches our team's experience. At Petal & Pup we certainly love our work perks!

Flexible Scheduling & Rostering Practices - We Work Around Your Availability (Unless Noted)
Amazing Employee Discount Program (50%)
Company Paid Employee Assistance & Mental Health Plans (EAP)
Individual & Team Based Leadership Development Programs
Positive Company Culture that Celebrates both Personal & Company Milestones


Petal & Pup offers you the chance to make a daily impact on a global business. We look forward to meeting you!

#Petal&Pup #Petal&PupCareers #akaBrands #akaYourCareer



Petal & Pup Pty., Ltd. is an Equal Opportunity Employer (EOE). We're committed to a diverse and inclusive workplace and encourage applicants from all walks of life. Come join us, different makes us better.

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