We’re on a mission to solve loneliness by creating transformative solutions that drive social connection and meaningful impact. We believe in the power of our product to help people achieve their goals, and we're looking for a Customer Care Team Lead to ensure our customers experience value every step of the way. If you're passionate about proactively helping customers thrive, driving growth, and fostering cross-team collaboration, we want to meet you!

Role Overview:

As our Customer Care Team Lead you will work directly with our Customer Care team and report into our Business Operations Manager to drive excellence in customer interactions and team performance by implementing quality assurance programs, delivering targeted training, and fostering a culture of continuous improvement. Your expertise will be essential in enhancing team capabilities, resolving customer issues, and maintaining high customer satisfaction scores. By analysing performance metrics and collaborating with cross-functional teams, you'll ensure that customer insights inform organisational strategy and product enhancements.

A bit about us

We’re a high growth tech company solving social isolation and loneliness, starting with the aged care and disability industry. By providing affordable non-medical social care services, we build genuine relationships that boost confidence, increase independence and empowerment, and improve health and wellbeing. It’s an incredibly interesting and massive global problem that is unaddressed and under-serviced. This is an opportunity to work at a unique and innovative fast-growing tech startup as we scale. As a for profit and for purpose business we are a small passionate team that is lean and efficient, and you will have a big impact on our team and growth.

Our high performing, innovative team have shared in successes like:

1. #4 fastest growing tech companies in Australia in the 2019 Deloitte APAC Fast 500.
2. Voted Best Social Impact Startup at Startcon in 2018. The bigger Like Family grows, the more people we impact!
3. Work with a team of leaders from OFX, Bupa, Ola, Ninemsn, Brighte, Finder, Archistar and more!

Key Responsibilities:

• Quality Assurance: Implement and maintain robust quality assurance programs to ensure consistent, high-quality customer interactions across the team.
• Team Development: Deliver targeted training, provide ongoing coaching, and create individual development plans to enhance team capabilities and performance.
• Performance Management: Analyse performance metrics and customer feedback to identify areas for improvement and implement action plans to drive team excellence.
• Risk Mitigation: Establish and maintain best practices for handling high-risk customer interactions and resolving complaints, ensuring compliance with company policies and industry regulations.
• Customer Satisfaction: Monitor and improve CSAT scores through targeted coaching and quality improvement initiatives, turning customer interactions into opportunities for building loyalty and advocacy.
• Process Improvement: Identify and implement process improvements that enhance efficiency and effectiveness of the customer care team.
• Cross-Functional Collaboration: Act as a liaison between the customer care team and other departments, contributing to the voice of the customer within the company and ensuring customer feedback is incorporated into product and service enhancements.

Living by our Values:

• Earn it - putting our people, customers and partners first
• Know it - be the expert, set high standards, think big and make evidence based decisions
• Own it - understand problems and are solution and action oriented
• Be it - love what you do - ambitious, curious and passionate
• Share it - open, inclusive and accessible in our communication and celebrations

What We're Looking For:

• You are deeply passionate about our mission, with personality plus! You love to and are able to build relationships with anyone and everyone from the barista at your local cafe to your friend's mum to industry partners
• 4+ years of experience in Customer Service or Customer Care with a strong track record of getting teams to hit or exceed targets.
• Customer Service Expert - You know the ins and outs of customer care, you are fluent in CRMs and tools, you understand key metrics and how to influence them
• Customer Advocate: You have a customer-first mindset and are passionate about solving their problems and helping them achieve success.
• Supportive Coach: You have experience leading, motivating and developing individuals and teams to constantly improve - driving outcomes and hitting targets. You talk the talk and walk the walk - happy to jump on the phones with our customers yourself to show the team how it’s done!
• Proactive and Positive Approach: You’re ahead of the curve, anticipating customer needs and finding creative ways to provide value. All while maintaining a friendly, professional, and positive demeanor.
• Goal Hustler: You are determined, tenacious, and willing to hustle to help both the customer and the company achieve their goals. You thrive on overcoming challenges and driving towards success. You are revenue focused and understand how customer care contributes to the bottom line and are always looking for ways to drive revenue growth.
• Data-Driven: You can analyse customer data and use it to drive actions to enhance the customer experience.
• Ideally you have experience working in a fast paced, tech business or environment. Bonus points if you also have personal or professional experience in the aged and disability sector

Why You'll Love Working with Us:

• Impactful Work: Help customers solve real problems and make a difference in their lives.
• Growth Opportunities: Be part of a dynamic company where you can make a tangible impact and grow your career.
• Collaborative Environment: Work with talented, passionate and supportive people across departments to create innovative solutions.

Like Family is an equal employment opportunity employer. We recognise and value inclusion and diversity, and encourage all people from culturally and linguistically diverse backgrounds as well as people with lived experience of disability to apply for our positions.

We recognise the balance between life and work can be hard to strike, and that you’ve got goals and aspirations you’re working towards. At Like Family, we’re passionate about helping you achieve all of life’s successes through a variety of benefits and programs. Some of the highlights include:

• A hybrid work environment, with space located at the vibrant Stone & Chalk at 477 Pitt Street, Haymarket
• Loyalty Leave – additional leave day for each anniversary you reach with us
• A comprehensive performance framework, resulting in bespoke learning and development plans for each team member
• Individual learning and development allowance, supplemented by professional development days to support your career growth
• Generous employee referral bonus
• Employer funded parental leave scheme

To apply email your CV and Cover Letter explaining why you would love to take on this role to jenna@likefamily.com.au