Created with a love for fashion, Petal and Pup was founded in 2014 with a focus on curating must-have trends for the Australian customer. With an Instagram account and a digital storefront combined with a passion for selecting the best, fashion forward styles, Petal and Pup quickly grew into a global online shopping destination.Today, we have over 2 million followers across various social channels, customers in over 80 countries and operations spanning Australia and the USA. We are a brand that is leading the wave of next generation, socially native shopping experiences.We are a people-centric culture building sincere relationships with our customers and our teams.We Are ThoughtfulWe Are AmbitiousWe Are Easy to LoveWe have operations in Brisbane, Australia and California, USA. We are looking for e-commerce, fashion and customer enthusiasts to join our growing team. Our digital first approach has shaped us to be innovators in our practices, technologies and partnerships.If you are a problem solver, self-starter, optimist who loves collaborating and figuring things out, then we would love to connect with you!The Customer Experience Team Leader is responsible for overseeing the day to day operations of the CX Team and is proactive to ensure smooth team operations and effective collaboration. The CX Team Lead is also responsible for supervising, managing and motivating team members on a daily basis, inspiring and motivating team members with regular encouragement and keeps the enthusiasm going by providing individualized coaching when needed. The CX Team Lead implements strategies that team members use to achieve goals, delegating tasks based on each member's strengths and skills and offering the training necessary to complete certain tasks.Essential FunctionsOversee day to day operation of the Customer Experience TeamLead team discussions to help develop strategies & procedures that will contribute to improving overall customer experienceMaintain clear and open communication within the Customer Experience teamBuild and maintain strong professional relationships with the Customer Experience Team and across all departments, creating an inspiring team environment and open communication cultureDevelop reward systems for productivity that motivate new hires and seasoned team membersConduct team performance evaluations and report on metricsMonitor and communicate any issues with management promptlyPerform regular one on one's and discover training needs to provide coaching as neededDelegate tasks and set deadlines for CX TeamProvide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platformsRespond to customer enquiries across all platformsMeet and strive to exceed individual and team Customer Experience KPI's and targetsFulfill end to end customer serviceSupport customers and CX Team with escalated enquiries through to resolutionWork alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leaveOther duties as assignedDesired Education and Experience2+ years of Customer service experience with a track record of providing excellent customer serviceEducation in Business or related fieldBasic level of understanding of CRM Platform and communication toolsExperience in retail e-commerce direct to consumer operations preferredAdvanced computer skills including Microsoft Windows and Google SuiteExperience with Shopify Plus desirable.Knowledge and Skill RequirementsAbility to multitask & self-manage time spent on tasks to ensure maximum outputStrong problem-solving skills to ensure a positive experience for all customersRemain positive and promote a culture of continuous improvement and engagement within the teamMust 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 partnersExcellent 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 ProgramsPositive Company Culture that Celebrates both Personal & Company MilestonesPetal & 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 #akaYourCareerPetal & 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.If you need assistance or accommodation during the hiring process due to a disability, please contact us at ******. Please note that we do not respond to application inquiries or resume submissions via this email.Principals Only - No Agencies Please.
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