Customer Care Manager
Core
Lead multi-channel customer care (email, chat, social, phone) for a global tea retailer, driving service quality, automation, and turning support interactions into sales opportunities.
Role type
Senior Customer Care Manager (Retail & E-commerce)
Builds
Customer support operations, automation workflows, and sales-driven support experiences for T2 tea products.
Domain
Retail / E-commerce / Consumer Packaged Goods (Tea)
Required skills
Multi-channel customer service leadership, Gorgias, Shopify, Recharge, Global-e, AI/automation strategy, Voice of Customer program management, cross-functional partnership, budget forecasting, team coaching
Preferred skills
Experience with subscription models, data literacy, Australian/New Zealand consumer law knowledge
Technologies
Gorgias, Shopify, Recharge, Global-e, DHL
Responsibilities
Lead service across email, chat, social, phone and reviews; resolve online, international and subscription queries end to end; own the automation roadmap and Gorgias AI Agent; build a pre-purchase selling capability; run the Voice of Customer programme; partner with Product, Buying, Supply Chain, Marketing, Retail and Wholesale; forecast contact volumes and manage the Customer Care budget; lead and coach a small team.
Seniority
Senior, hands-on IC with team leadership
