Customer Service Lead at EatClub

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

0.0

Posted On

29 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Leadership, Offshore Team Management, Performance Metrics Analysis, Coaching And Development, SLA Management, Escalation Handling, Remote Team Engagement, Workflow Optimization, CRM Management, Strategic Communication

Industry

Hospitality

Description

About EatClub At EatClub, we believe restaurants and bars are the beating heart of every city’s culture. Whether it's discovering a hidden gem, grabbing a late-night takeaway, or meeting friends for a drink, our mission is simple: help the hospitality industry thrive through smart, powerful tech. Our platform helps over 2 million customers discover top restaurants and access real-time deals that save them up to 50% off the bill. We empower more than 4,000 venues to fill empty tables, increase foot traffic, and maximise revenue. Recently ranked #11 on the 2025 Deloitte Tech Fast 50! Now is an exciting time to join our team. Initially co-founded by Marco Pierre White and leaders in the food tech scene, we’re now a 150+ person scaleup that’s growing fast and making waves in the industry. Why You’ll Love Working With Us Lead a team that genuinely cares about the people it supports - customers who love food, and venues that depend on us Real ownership of a high-potential function that is ready for strong leadership Work in a category people are passionate about, where great service creates a lasting impression A direct line to the COO with genuine influence over how the function evolves Staff discounts and dining vouchers to enjoy through EatClub A Day-in-a-Life of our Customer Service Lead As a CS Lead you own the AU market. That means you are the primary leader for a team of 30+ offshore agents who handle customer and venue support across Australian hours - and you are the person they look to for direction, feedback, and the standard they work to. A UK-based counterpart manages the UK side. You will collaborate closely - sharing what you are seeing, aligning on tone and quality standards, and covering the overlap - but the AU market is your accountability. Together you form the leadership layer of a Customer Happiness function that is growing fast and needs consistent, human leadership at the front. Your week is a mix of operational and people work. Some mornings you are reviewing queue performance, checking SLA adherence, and making sure coverage is right for the day ahead. Others you are running one-on-ones with agents, working through what the metrics are telling you, and giving the kind of specific, honest feedback that actually moves performance. You are not above getting into the inbox when it matters. You lead from the front, and the team knows it. The workload is real, the team has been through change, and there is meaningful work to do. If you are energised by building belief in people and bringing structure to a team that is ready for it, this role will stretch you in the right ways. On any given week, you will be: Monitoring support queues across email, chat, and phone - tracking response times, SLA performance, and quality across AU hours Coaching agents through one-on-ones, live feedback, and structured training sessions - using metrics to drive specific, measurable improvements Leading from the front - stepping into customer conversations when the team needs it and modelling the communication standard you expect Handling escalations and ensuring timely, well-handled resolutions that protect the customer relationship and the EatClub brand Running regular check-ins and team activities that keep an offshore team connected, motivated, and engaged Working with the team to identify recurring issues and improve the workflows and processes the team depends on Type of projects you’ll be working on at EatClub… Team stabilisation and uplift: Coming into a team that has experienced significant change, building trust quickly, setting clear expectations, and creating the structure and consistency that makes people want to do their best work Coaching programme: Building a repeatable, metric-driven coaching cadence - identifying individual performance gaps, designing targeted interventions, and tracking improvement over time Team training: Upholding a consistent communication standard across all markets and channels - train on clarity, empathy, and professionalism so every customer interaction reflects the EatClub brand Offshore team engagement: Developing the rhythms, rituals, and relationships that keep a distributed team of 30+ agents connected, accountable, and genuinely motivated from a distance Learn and implement new systems: you will be part of building the operational infrastructure that enables the team to scale, not just running what already exists You have…. 3 to 4 years in a customer service leadership role - team lead, senior agent, or supervisor level - with direct experience coaching and developing CS agents A track record of using performance metrics to drive real improvement, not just report on outcomes Genuine experience leading remote or offshore teams - you understand what it takes to build trust and maintain standards across time zones Strong communication skills and the ability to give feedback that lands - direct, specific, and constructive Availability to cover AU hours, including evenings and weekends when required It would be extra awesome if you also had… Experience in hospitality, marketplace, or SaaS customer support Familiarity with HubSpot, Zendesk, or similar CRM and helpdesk platforms Exposure to onboarding and training new CS agents at scale Familiarity with AI-assisted support tooling or automation platforms You are… A front-of-the-pack leader - you set the standard by doing it, not just directing it Effective without perfect conditions - you bring structure and clarity to evolving environments, and you do not wait for everything to be figured out before you lead A genuine people developer - you get satisfaction from watching your team improve and you invest in that deliberately Operationally grounded - you understand what SLAs actually do for a team and you use data to drive conversations, not just fill reports Calm under pressure - your team looks to you when the queue is full and the day is difficult, and you know how to hold the room Warm and direct in equal measure - you build real connections with offshore agents while maintaining the boundaries and expectations that make a team function well If you do a good job… The team will feel the difference. Response times will improve, quality will be consistent across markets, and agents will know exactly what is expected of them and feel genuinely supported in getting there. Escalations will be handled well. The offshore team will be connected and motivated, not just managed from a distance. You will have built the leadership foundation that allows the Customer Happiness function to scale - and positioned yourself for growth as EatClub expands. Maybe this role is not for you if…. You prefer a purely operational role without a coaching and development component - growing the people in your team is as important as managing the queue You are not comfortable leading a large offshore team across time zones - the distance is real and managing it well requires deliberate effort You need perfect systems and processes before you can lead effectively - the environment here is evolving and you need to bring structure, not wait for it You are uncomfortable with the hours this role requires - AU and UK coverage means some evenings and weekends are part of the job from time to time If you're curious about what we're building, you're welcome to explore EatClub ahead of your interview. First-time users who choose to give it a try can use the code "ECAPPLY5" for an optional $5 voucher to test the experience. This is entirely voluntary and has no impact on your application or interview process. One last note: even if you feel that you don’t meet all the criteria above, we encourage you to apply. Past work experience is not the only indicator of future success, and we are on the look out for hungry talent who wants to grow with us. So if you want to be a part of something remarkable, then we’re excited to hear from you.

Responsibilities

Lead and manage a team of 30+ offshore agents to provide customer and venue support for the Australian market. Focus on monitoring support queues, coaching agents through metrics-driven feedback, and improving operational workflows.