Customer Experience Team Lead

Our mission is to positively impact people's lives every day in every home around the world. This allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. We have an open culture that breeds outrageously extraordinary leaders who embody the leadership mindset of Shark Ninja.
Our two brands, Shark, and Ninja, have enjoyed unprecedented growth in the past 5 years, driven mainly by the very strong innovation pipeline on both brands. Given this success in our existing markets, Shark Ninja has embarked on a bold plan for growing APAC business.

What is the role?
You will lead the day-to-day operations of our Sydney-based customer service team across Shark and Ninja, putting the consumer at the centre of every decision and making sure every interaction earns their trust. You will own queue performance, agent coaching, escalation handling, and compliance at the ticket level, while partnering closely with our external team to redefine consumer-centric processes end to end. This is a hands-on operational leadership role. You will be the engine room of our service operation, holding the team to high standards, resolving the hardest tickets, and lifting capability every week.

What are the responsibilities?
Team Leadership & Performance

• Lead, coach and develop the Sydney-based customer service team through 1:1s, floor walks, development plans and performance reviews

• Build a culture of ownership, pride and continuous improvement

• Own queue health and SLA delivery across phone, email, chat and social channels

• Drive team performance against CSAT, first contact resolution, handle time and response time targets

Process & Customer Experience

• Partner with the external team to improve end-to-end customer processes

• Identify and address key friction points in the customer journey

• Own ticket taxonomy, knowledge base accuracy, and operational automations

Compliance & Risk

• Own ACL decision-making across refunds, replacements and escalations (incl. ACCC, Fair Trading, NCAT, VCAT)

• Ensure team capability on ACL obligations, warranties and consumer rights

• Maintain clear documentation and decision frameworks to minimise risk

• Manage privacy-sensitive matters in line with the Privacy Act and APPs

Zendesk Operations

• Act as Zendesk SME, owning triggers, automations, macros, SLAs, dashboards and reporting

• Keep the platform clean, optimised and fit for purpose

• Partner with the Head of Customer Service on Zendesk AI rollout over the next 12 months

Insights & Cross-Functional Impact

• Analyse and surface weekly insights on volume drivers, product issues and process gaps

• Translate insights into recommendations for Product, Quality, Commercial and Marketing via the Head of Customer Service

What requirements are we looking at?

• 5+ years in customer service, with at least 2 years directly managing frontline agents in consumer goods, appliances, electronics, or a comparable high-volume B2C environment

• Deep working knowledge of ACL, including major and minor failure determinations, warranty obligations, consumer remedies, and escalation handling.

• Strong hands-on Zendesk expertise is essential. You have personally built and maintained, views and dashboards in a live production environment.

• Comfortable working across timezones and cultures, particularly with offshore BPO partners.

• Skilled at redesigning operational processes that actually stick on the floor.

• Reads dashboards, spots patterns, and acts on them without being asked.

• Turns frontline data into clear recommendations.

What is a great mindset?

• Having a breakthrough mindset that is about unprecedented growth and not just marginal improvement.

• Move at speed, fail fast and learn fast until we get to our ambition

• Mindset of “RARELY SATISFIED”

• Make things better each day by iteration; “PROGRESS OVER PERFECTION”

• Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE,”

• Deliver something great together; “WINNING IS A TEAM SPORT”

• Be clear and honest, “COMMUNICATING FOR IMPACT.”

• Excellent leadership, communication, and stakeholder management skills.

• Strong analytical and problem-solving skills.

• Ability to work collaboratively across functions, geographies, and cultures.

• Strong commitment to Consumer satisfaction and service excellence.

Explore SharkNinja On Our Social Channels

• https://www.linkedin.com/company/sharkninja-apac/mycompany/

• https://www.linkedin.com/company/sharkninja-apac/jobs/