Customer Care Team Leader (Alexandria)

**Who are we?**

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first
- one bowl at a time.

Today, we are proud to share we’ve served 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you!). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack!

**Our Mission**

The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards
- prioritising treating symptoms instead of addressing the root cause. That’s where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

**The Prospect**

Lyka is growing quickly, and no two weeks are the same. Our Customer Care team are on the frontline to our customers, answering enquiries and proactively solving any issues that arise. The team also contribute to process improvements that enhance customer experience.

**Responsibilities**
- Support the senior leadership team to ensure that the Customer Care team is achieving our key servicing metrics, such as SLAs and CSAT
- Be comfortable using data to make decisions and provide insights on how to improve team and individual performance
- Drive projects within the Customer Care department around process improvement and service excellence
- Collaborate with other departments effectively, strong stakeholder management skills are a must!
- Live and work in accordance with Lyka’s values and principles at the workplace

**Requirements**:

- 1+ year of leadership within a contact centre environment
- A strong passion for providing exceptional service, fostering customer loyalty and positive sentiment
- Organised with high attention to detail
- Resilient, high sense of ownership and comfortable with a fast-paced environment
- Willingness to learn new topics, such as dog nutrition and wellness
- Well-versed verbal and written communication skills with strong English and grammar
- Must love dogs

**Benefits**
- Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product!
- Growth and Development
- Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D; budget for you to continue your personal development.
- Work for a sustainability focused company
- we care about the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices.
- Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
- Up to 18 weeks of paid parental leave top-up.
- Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.
- Hybrid working
- 3 days per week in office. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required during your onboarding.
- Pupper parent support to care for your furry friends
- flexible arrangeme Apply on Kit Job: kitjobau.com/job/3qztsh