Customer Care Manager
vor 1 Monat
My Muscle Chef (MYMC) is Australia's premium fresh ready-made meal and functional food and beverage company. Based in Sydney, NSW, we are growing quickly to extend our position as the online direct to consumer and retail industry leader in a category that is experiencing explosive growth.
We are for everybody, every goal: our team is driven to find a better way to fuel active Australians, from elite athletes to everyday people with award winning, readily available, high protein fresh meals, snacks and drinks for all occasions. We fuel our customers' busy and increasingly time poor lifestyles and meet their nutritional needs, whatever their goals.
Founded in 2013, we have enormous ambition and are growing rapidly. We are seeking high energy individuals to join our entrepreneurial team and culture to help us unlock our next phase of hyper growth.
MYMC Values
We pride ourselves on a set of values that tangibly guide our behaviours and decisions, so we can grow the business and enjoy a world-class working experience.
Find a Better Way.Walk in our Customers' shoes. Everyday.Challenge ideas and champion Solutions. Integrity is Stronger than Muscle.Enjoy the JourneyWe expect everyone at MYMC to strive towards living these values.
Job DescriptionWhere do you fit in? The Customer Care Manager is responsible for leading the operations and performance of the consumer-facing Customer Care team.
Our customers are the core of our business and to ensure high customer satisfaction is attained from every interaction, the Customer Care Manager must lead the team to deliver on the highest customer service standards through best practice service interactions, effective resource allocation and rostering, coaching and development, and CRM and customer service system utilisation.
The Customer Care Manager role is dynamic and requires liaising with multiple departments on behalf of the team to ensure solutions for customers are achieved in a timely manner. Most importantly, the Customer Care Manager recognises the importance of people leadership, coaching and effective communication which will in turn maintain and build on an already vibrant, and engaged team environment.
What you'll do day-to-day: Team Leadership and Management Lead a local team of customer service professionals handling phone, email, and live chat interactions for My Muscle Chef's leading products.Collaborate with the operations team to manage daily relationships and troubleshoot with logistics and delivery partners.Work with the food quality assurance (QA) team to address product quality issues and keep customers informed on investigation progress.Provide guidance, coaching, and mentorship to the team.Hold regular team meetings to share updates, gather feedback, and encourage collaboration.Monitor and assess team performance, offering constructive feedback and conducting performance reviews.Develop and implement training programs for both new hires and ongoing development of current team members.Communicate policies, procedures, and processes to ensure compliance.Oversee team rosters, timesheets, leave management, and resource allocation to meet business needs.Cross-functional Collaboration Partner with operations, marketing, data and engineering, quality assurance, and people & culture teams to enhance business, team, and customer outcomes.Build and maintain key stakeholder relationships to support strategic customer and business initiatives. Desired Skills and ExperienceWhat you'll need to be successful in this role: Experience in FMCG preferred. 5 years+ experience in a team leader role within a consumer-facing customer service role. Experience working with logistics. A love for people management with experience in the implementation of training, development and upskilling of a team. Experience with CRM software. Experience working with NDIS and or Aged Care eligible consumers a bonus (but not a requirement). Must have flexible work availability that is inclusive to weekdays, and on occasion, weekends. Why Join Us? On-site fully equipped gymStaff discounts on our delicious meals, snacks and drinksQuarterly business off-siteNew state of the art facility located in YennoraOn-site car parking, close proximity to train station
Sounds like the role for you?
We encourage you to apply now if you are looking to be part of a rapidly growing business.
All applicants with permanent work rights in Australia (Australian Citizens & Permanent Residents only) are welcome to submit their CV and we will be in touch.
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