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Senior Specialist, Happiness Delivery Team Lead
Location: Melbourne
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In short
12-month Maternity Leave Contract
As the Team Lead (Senior Specialist) for our Happiness Delivery team, you will lead a group of expert problem-solvers to ensure our customers are happy, and our operations run seamlessly. Your role is centered on both front-line excellence and advanced problem solving. You'll inspire a team that serves as the first point of contact for our direct e-commerce customers, while also guiding them in handling complex inquiries and supporting our broader frontline partners. Your ultimate goal is to deliver a truly world-class customer experience, ensuring every interaction ends with a "WOW."
Your Mission
- Lead and develop your team of up to 8 employees, providing daily guidance, mentorship, and performance coaching through regular one-on-ones and team meetings.
- Manage team performance against key metrics such as customer satisfaction and resolution time, implementing strategies for continuous improvement.
- Serve as the primary escalation point for the most complex or sensitive customer cases, providing clear direction and decisive resolution with a "wow" factor.
- Analyze recurring issues and collaborate with other departments and our BPO partner team to identify root causes and implement lasting solutions.
- Partner with fellow team leads to motivate Happiness Deliverers to exceed KPIs and foster continuous learning and professional development.
- Manage and prioritize multiple concerns simultaneously across phone, email, and live chat, ensuring all inquiries are resolved with urgency and care.
- Work closely with our third-party warehouse and shipping partners regarding orders, returns, and any discrepancies.
- Prioritize and delegate the team’s workload as it relates to order management, returns, credits, shortages, warranties, and general inquiries.
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Your story
- Significant experience in a customer-facing or operational role, with at least 3+ years of proven leadership experience as a team lead, supervisor, or senior team member.
- Expert-level problem-solving, de-escalation, and decision-making abilities with excellent attention to detail.
- Strong leadership, coaching, and motivational skills with a genuine passion for people development.
- An empathetic and patient nature, coupled with excellent communication skills for managing both team members and stakeholder relationships across all levels and functions.
- The ability to foster a positive and resilient team environment.
- Experience using CRM systems/Google suite
- Experience in DTC E-commerce (Fashion Retail) is a plus
- Full professional proficiency in English is required.
About the Team
You will lead a core team of DTC Happiness Delivery coordinators at our Oceania HQ in Melbourne. This role is Fixed term & full-time, (hybrid working from home and our Melbourne office). You will work closely with our global Happiness Delivery teams in Europe, North America, Brazil, China, Korea & Japan, as well as with our external Outsourced partner in the Philippines. You will be a key leader in this entrepreneurial environment, contributing to a team motivated by creativity and innovation.
Rikiya
Happiness Delivery System Specialist, Yokohama
What we offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
What to expect
We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.
Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.
Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.