Customer Service Lead - Phone Sales (AU/US)

ABOUT US Living in a Bubble is a fast-growing e-commerce brand specializing in premium campervan and outdoor lifestyle accessories. We operate across Australia, the USA, Canada and Germany, serving a global community of adventurers with products that blend thoughtful design, durability and practicality. THE ROLE This is a phone-first management role, and it has three parts. You need to be strong in all of them. You are the person over the phone. You handle our highest-value customer conversations You lead the customer service function. You manage our Customer Service Specialist, set the standards, run quality reviews and lift performance. You build the systems. You own how customer service runs here — the SOPs, the macros, the tagging, the reporting, the quality bar — and you report on it directly to a co-founder. You will work independently and be fully accountable for this area. WHAT YOU WILL DO Phone sales and high-value customer conversations • Answer pre-sales questions on the phone. • Answer fit and compatibility questions with real authority: which product suits which vehicle, setup and use case. This is where trust is won or lost. • Handle how-to and product usage questions, before and after purchase. • Build genuine confidence with Australian and US customers. Warmth, clarity and consistency matter more here than raw call volume.

Leading the function • Manage, coach and set standards for the Customer Service Specialist. • Run quality reviews on calls and messages, and give direct, useful feedback. • Own the training and onboarding material for the customer service area.

Running and improving customer service • Own the SOPs, macros, tagging structure and knowledge base. • Reduce avoidable contact volume. • Resolve faults, replacements and refunds fairly and within agreed limits. • Spot recurring problems, escalate them with evidence, and push for the fix at the source

Reporting to leadership • Report performance, trends and customer insight to the co-founder on a regular cadence. • Bring the voice of the customer into product and operations decisions. • Flag what is breaking before it breaks.