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. Requirements WHAT YOU NEED Essential Excellent, clear spoken English, easily understood by Australian and US customers. This is non-negotiable. Minimum 3 years of phone-based customer service or sales as your primary role — not occasional calls alongside email. Expect a live phone assessment during hiring. A real track record selling or retaining customers on the phone, against a target you were accountable for. Higher-value or considered-purchase selling is preferred over high-volume transactional calling. People management experience — you have managed, coached and developed at least one team member, and can tell us what they became under you. Strongly preferred Experience serving Australian or Western customers — Australian-facing accounts in BPO, banking, telco or airlines are a strong signal. Customer support or sales experience Experience improving a customer service function, not just working within one. Nice to have — we will train you Gorgias, or any comparable helpdesk. Asana, Slack. Shopify. HOURS Remote, based in the Philippines. Full-time, 40 hours per week. 8:00am – 5:30pm AEST with a 1.5 hour break (12:30PM), across 4 weekdays and Sunday. (Saturday off, 1 weekday off) Benefits WHAT WE OFFER A full-time remote role with a stable, long-term team Real ownership of an area, reporting directly to a co-founder Paid training and onboarding, including product and systems training Support for further training or certification relevant to the role After your 6-month probation: 13th month pay; HMO (PHP 200,000 coverage); Paid Leave; Vacation leave; seasonal performance bonuses