About Farmers Pick:

Farmers Pick is a sustainable delivery company working to reduce food waste by sourcing and delivering fresh fruit and vegetables that may otherwise be rejected by supermarkets. Our mission is to support Aussie farmers, protect the environment, and provide customers with high-quality, affordable produce. We are seeking a motivated and experienced Senior CX Team Leader to oversee the daily operations of our remote CX team and drive excellence in customer interactions. This role is ideal for someone ready to take the next step in their CX career, combining team management with hands-on involvement in day-to-day operations.

Position Summary:

The Senior CX Team Leader will manage a remote team of 8 agents, collaborating with Pod Leaders to ensure efficient operations, proactive communication, and a positive experience for our customers. Reporting to the Head of CX, this role is crucial for driving operational excellence, managing escalations, and identifying growth opportunities. This role will also represent CX performance metrics and insights to internal teams, supporting key business decisions. Please note that occasional weekend work may be required to support team operations and customer needs.

Responsibilities:

• Daily Operations Management: Oversee and coordinate daily CX activities, ensuring team performance meets company standards for quality, timeliness, and accuracy.
• Team Leadership: Supervise, mentor, and support CX agents, fostering a collaborative environment and setting clear goals.
• Escalation Management: Handle complex customer inquiries and escalations, with a proactive approach to resolving issues via phone or written communication. We need someone who thrives on resolving conflicts directly and isn’t afraid to pick up the phone for effective problem-solving with an empathetic approach.
• Proactive Issue Management: Lead issue identification, prioritising problem-solving and customer communications to mitigate escalations.
• Performance Metrics & Reporting: Track and analyse CX metrics, sharing insights with the Head of CX to drive process improvements and identify opportunities for automation.
• Continuous Improvement: Collaborate with CX leadership and cross-functional teams to implement process enhancements and automation that elevates customer satisfaction.
• Stakeholder Collaboration: Maintain strong relationships with teams across the business, including warehouse, procurement, product, social media and marketing, to support the seamless delivery of customer services.
• Skills & Experience:
• Minimum 2-3 years of experience leading a team in customer experience or support, ideally within a remote setting.
• Strong communication (both written and verbal) skills with proven conflict resolution abilities.
• Passionate about customer satisfaction, team growth, and contributing to an impactful, mission-driven company.
• High emotional intelligence, with a knack for building positive relationships and motivating team members.
• Proven ability to adapt quickly, manage multiple priorities, and implement changes in a fast-paced environment.
• Analytical mindset with experience leveraging data to inform decisions and improve team performance.
• Strong organisational skills and an eye for detail to manage operations effectively and consistently.

Qualifications:

• Relevant experience in customer experience, preferably in FMCG or similar fast-paced industries.
• Proficiency with CRM systems (e.g., Gorgias, Shopify, Shipstation) and data analysis tools.
• Familiarity with Google Analytics, Microsoft Office, and Google Suite.

Benefits:

• Flexible Working Conditions: Enjoy the flexibility of hybrid working, allowing you to maintain a healthy work-life balance.
• Free Weekly Produce: Receive a free weekly box of fresh fruit and vegetables from Farmers Pick, supporting your wellness and sustainability goals.
• Career Growth: Opportunities for professional growth within a rapidly expanding company.

The Ideal Candidate:

The ideal candidate is a hands-on leader ready to advance in their CX career, with a genuine commitment to delivering outstanding customer experiences. They thrive in a team environment, balancing mentorship with operational focus. With a proactive approach to identifying opportunities for improvement, they bring a collaborative mindset, eager to support cross-functional strategies and contribute to the company’s growth.

If this sounds like you, please click 'Apply Now'!