Customer Service Lead – Phone Sales (AU/US)

About the role

We are looking for a Customer Service Lead who will own our phone‑first sales and support function for Australian and US customers. You will handle high‑value conversations, coach the service specialist, and build the processes that keep the team running smoothly.

Key responsibilities

• Conduct phone sales and answer pre‑sales, fit, and compatibility questions for premium campervan accessories.
• Manage and coach the Customer Service Specialist, set standards, and run quality reviews.
• Develop and maintain SOPs, macros, tagging structures, knowledge base and reporting dashboards.
• Resolve faults, replacements and refunds within policy limits and reduce avoidable contacts.
• Identify recurring issues, provide evidence to product teams and influence improvements.
• Report performance trends and customer insights to a co‑founder on a regular cadence.

Required profile

• Excellent, clear spoken English understandable to Australian and US customers.
• Minimum 3 years of phone‑based customer service or sales as the primary role, with a proven track record of meeting targets.
• People‑management experience, having coached at least one team member.
• Experience with higher‑value or considered‑purchase selling preferred.

Required skills

• Strong verbal communication and active listening.
• Ability to create and maintain SOPs, macros, tagging and reporting structures.
• Experience with quality review processes and coaching.