Team Leader (Customer Service)

Clear is looking for an excellent Team Leader for our Customer Care team. We are committed to supporting our Australia-based client, a rapidly expanding fitness gym operating for more than a decade across Australia, in improving and expanding their member support services.

Role and Opportunity

As the Team Leader of our Customer Service team, you will be at the forefront of managing a dynamic team of Customer Care Specialists. Your role is crucial in ensuring that our customer service operations are efficient, professional, and aligned with our clients high standards. You will lead by example, fostering a supportive and proactive environment, while also driving performance improvements and maintaining operational excellence.

Purpose

As a Team Leader of the Customer Care team, your daily tasks may include:

Leadership & Team Management:

• Lead a team of Customer Care Specialists, constantly motivating them to meet, if not exceed, the clients expectations, in a positive approach.
• Track team performance using KPIs and SLAs, provide feedback, and create performance improvement plans, as needed.
• Hold weekly team huddles to discuss:
• Winning moments appreciate even small wins
• Challenges faced encourage suggestions amongst teammates, allow others to share ideas, and effective practices to address the challenges, and provide the drafted agreed solution
• Provide updates as received from Clear Management, the Service Delivery Manager, or the client
• Set expectations for the following week.
• Coach team members on the established process or KPI concern, as needed
• Serve as the Point of Contact between the team and the Service Delivery Manager
• Handle a 1-on-1 meeting with the concerned team member regarding falling short on the KPI or any behavioral/work/team-related concern
• Refer to the Employee Handbook for any companys policies, and procedures and comply with the due process relevant to Disciplinary Action.

Operational Excellence & Customer Service Strategy:

• Ensure efficient handling of customer inquiries via phone, email, and CRM tools.
• Create and uphold standard procedures for consistent and high-quality customer interactions.
• Use Zendesk and other CRM systems to manage customer support activities and keep records accurate.
• Collaborate with the team to streamline processes, enhance efficiency, and implement strategies to improve the customer support experience.
• Lead the setup of a national customer service center to support members across time zones.
• Create standard responses for common inquiries/concerns to ensure quick and accurate service.

Training & Development:

• Organise training and coaching sessions to improve team members product knowledge and customer service abilities.
• Keep up with industry best practices and apply relevant insights to improve team operations.

Required Attributes

• Demonstrate high integrity and strong motivational skills through leading by example.
• Exhibit a strong customer-centric mindset.
• Possess excellent interpersonal skills with the ability to build strong relationships within the team and across the organisation.
• Ability to adapt to changing priorities and handle competing demands.
• Show resilience, organisational skills, and flexibility in a fast-paced and evolving environment.
• Strong problem-solving skills and a high degree of accuracy and attention to detail.

Essential Experience

• Minimum 3 years of work experience in a customer service role, with at least 1 year in a supervisory or leadership position.
• Exceptional verbal and written communication skills in English.
• Proficiency in using MS Office 365 (Outlook, Teams, Excel) and Google Workspace.
• Solid experience with CRM software, preferably Zendesk.
• A proven track record of leading and managing a team effectively.

Advantageous (Optional)

• Australian client handling experience, an advantage
• Experience in the fitness or leisure industry is a plus
• Working knowledge in Zendesk or Perfect Gym.