Customer Service Lead – Phone Sales

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Living in a Bubble

WebsiteLinkedInAll Job Openings

1 - 10 employees

🛍️ eCommerce

🛒 Retail

eCommerce • Retail

Living in a Bubble is an Australian direct-to-consumer brand that designs and sells campervan and RV accessories through an online store. The company offers products such as magnetic flyscreens, insulated window covers, storage organizers, cookware sets, and portable cordless vacuums designed for van life and small mobile living spaces. Living in a Bubble positions itself as a lifestyle brand for van-lifers, emphasizing quality materials, easy installation, and community-oriented messaging.

📋 Description

• 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. • 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. • 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. • 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

• 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. • 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. • Gorgias, or any comparable helpdesk. • Asana, Slack. Shopify.

🏖️ Benefits

• 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