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    • 2+ years’ experience leading a customer service or contact centre team.
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Job Post Details

Customer Service Team Leader - job post

Carma
Australia
Permanent, Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Permanent
  • Full-time

Location

Australia

Full job description

At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride.

In this role, you’ll lead the Customer Service function within our Buying team, ensuring every step of the Carma experience is smooth, simple, and exceptional. You’ll coach and support the Buying Customer Service team while staying close to day-to-day operations, handling customer enquiries, coordinating inspection bookings, and stepping in where needed to keep things running seamlessly. You’ll also play a key role in shaping how we work, driving smarter, faster ways to continuously improve the customer experience across Carma.

What you'll be doing:

  • Lead, coach, and develop a team of 5-10 Customer Service Representatives to consistently deliver outstanding customer experiences
  • Own reporting and performance insights: analyse data, identify trends, and turn them into clear actions and improvements
  • Stay close to the customer: jumping into calls, emails, and live chat when needed to support the team and maintain great service standards
  • Bring a continuous improvement mindset, always looking for smarter, faster, and better ways to do things with the customer at the centre


Okay, let’s talk about you:

  • 2+ years’ experience leading a customer service or contact centre team
  • Experience in a fast-paced, FMCG or startup environment (a plus, not essential)
  • Comfortable working with CRM systems and technology
  • Strong commercial mindset with the ability to interpret and act on data
  • Excellent communication skills, both written and verbal
    • Interest in the automotive industry is a plus


  • Please note that this role is based fully onsite at our brand new HQ offices in Surry Hills.

What's in it for you?

  • Enjoy our open-plan office space, complete with fresh coffee, a choice of snacks and Friday beers to keep you supercharged.
  • Enjoy our fantastic employee wellbeing partner, Sonder, available for you and your family.
  • We wouldn’t be a car business if we didn’t give you some $$ off our Carma cars, parts, NRMA cover and of course our finance options!
At Carma, we’re all about fostering an amazing culture, where you can bring your best self to work! We value collaboration, innovation and having a laugh at work. Plus, we’re committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!) we’d love to hear from you. Please let us know if you need any reasonable adjustments during the interview process.

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About Carma

Who we are
Carma was founded in 2021 with a bold vision to reinvent Australia’s pre-owned car experience for the better. The idea attracted multi-million dollar backing from investors, and Carma has grown exponentially ever since. We’ve sold thousands of cars and delighted countless customers, who love our innovative approach! In a short time, we’ve come a long way, named as one of the AFR’s Most Innovative companies, recognised in a number of prestigious awards – and the journey has only just begun.

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