Customer Service Team Leader

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Carma HQ

Description

At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride.

In this role, you’ll lead the Customer Service function within our Buying team, ensuring every step of the Carma experience is smooth, simple, and exceptional. You’ll coach and support the Buying Customer Service team while staying close to day-to-day operations, handling customer enquiries, coordinating inspection bookings, and stepping in where needed to keep things running seamlessly. You’ll also play a key role in shaping how we work, driving smarter, faster ways to continuously improve the customer experience across Carma.

What You'll Be Doing

Lead, coach, and develop a team of 5-10 Customer Service Representatives to consistently deliver outstanding customer experiencesOwn reporting and performance insights: analyse data, identify trends, and turn them into clear actions and improvementsStay close to the customer: jumping into calls, emails, and live chat when needed to support the team and maintain great service standardsBring a continuous improvement mindset, always looking for smarter, faster, and better ways to do things with the customer at the centre

Okay, Let’s Talk About You

2+ years’ experience leading a customer service or contact centre teamExperience in a fast-paced, FMCG or startup environment (a plus, not essential)Comfortable working with CRM systems and technologyStrong commercial mindset with the ability to interpret and act on dataExcellent communication skills, both written and verbalInterest in the automotive industry is a plus 🚗

Please note that this role is based fully onsite at our brand new HQ offices in Surry Hills.

What's in it for you?

Enjoy our open-plan office space, complete with fresh coffee, a choice of snacks and Friday beers to keep you supercharged.Enjoy our fantastic employee wellbeing partner, Sonder, available for you and your family.We wouldn’t be a car business if we didn’t give you some $$ off our Carma cars, parts, NRMA cover and of course our finance options!

At Carma, we’re all about fostering an amazing culture, where you can bring your best self to work! We value collaboration, innovation and having a laugh at work. Plus, we’re committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!) we’d love to hear from you. Please let us know if you need any reasonable adjustments during the interview process.