Dropship Customer Care Team Leader

Job Description

As our Dropship Customer Care Team Leader, you'll be the driving force behind exceptional customer experiences in our online dropship space. Your leadership will directly shape how customers feel about our brand during every interaction. This role is focused on building a culture where outstanding service becomes second nature. In this pivotal position, you'll have the power to transform challenging customer situations into opportunities that strengthen loyalty. You'll coach your team to excel, identify trends that improve our business, and develop solutions that keep us ahead of the competition. How This Will Transform Your Career In this role you'll master the art of performance coaching, conflict resolution, and strategic decision-making. Our focus on data-driven insights means you'll develop analytical skills that are increasingly sought after across all industries. As you guide your team to success, you'll gain hands-on experience in change management and process improvement, creating a foundation for future senior leadership positions. The omnichannel retail experience you'll gain, particularly in the dropship model, positions you perfectly for advancement in the rapidly growing e-commerce sector. We believe in promoting from within, meaning your success in this role can lead directly to exciting opportunities for growth within our organisation Why You'll Like Working Here At Freedom, we've earned our certification as a Great Place to Work by putting our people first. We've created an environment where innovation thrives and every team member can make their mark. Our culture is built on transparency and collaboration, ensuring you'll always have clarity about your progress and impact. Hybrid working arrangements that respect your work-life balance A competitive salary package with superannuation Generous 25% staff discount on all Freedom products, including sale items True flexibility with our innovative 'Freedom to Flex' program - work from anywhere in the world for up to 4 weeks annually Monthly themed pop-up Town Hall's to connect with wider teams in our Support Centre What You'll Be Working On You'll lead a customer care team handling inquiries across multiple channels including phone, email, live chat and social media. Your day will involve: Coaching team members to achieve service excellence Analysing performance metrics to identify improvement opportunities, Implementing strategies that enhance both efficiency and customer satisfaction. You'll serve as the escalation point for complex customer issues, working directly with senior leadership to resolve situations that require special attention. Contribute to training programs, and ensure your team has the tools and knowledge needed to excel in their roles. A key focus will be using data from our CRM system to spot trends and develop proactive solutions that prevent issues before they affect our customers. You'll collaborate across departments to ensure the voice of the customer influences our business decisions. What Type of Person Will Succeed The ideal Dropship Customer Care Team Leader brings: 2+ years people management experience, preferably in a customer service environment with a team of 10+ people. A background in resolving escalated issues showcases your problem-solving abilities Experience with CRM systems, particularly Zendesk, will help you hit the ground running. A background managing a remote team would be advantageous Previous experience in omnichannel retail, especially in homewares and furniture, would be valuable, though we're open to candidates with transferable skills from other industries who demonstrate strong leadership capabilities. How to Apply We're excited to grow our team and would love to learn more about you. To take the first step towards your future at Freedom, click the apply button to submit your application and don't forget to attach your resume. Freedom to grow. Freedom to think. Freedom to be #J-18808-Ljbffr