Description:
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Looking for a role that fills your cup? Good news, T2 Tea is looking for a Customer Care Manager to join its passionate team!
At T2, we believe in inspiring and connecting with our customers through exceptional service. We are passionate about delivering an outstanding customer experience and are looking for a Customer Care Manager to lead the charge in building a world-class global support team. If you’re a customer-obsessed leader who thrives in a fast-paced, omni-channel retail environment, we want to hear from you!
The Role
As the Customer Care Manager, you’ll be responsible for leading and developing a high-performing global team, ensuring best-in-class service across all customer touchpoints. You'll drive a customer-first culture within T2 by implementing efficient processes, innovative tools, and insightful reporting to enhance the customer experience.
You’ll also act as the voice of the customer, collaborating with key internal teams—including Logistics, Product, IT, Retail, eCommerce, and Marketing—to advocate for continuous improvement and operational excellence.
Key responsibilities
- Lead & Develop a High-Performing Team – Manage, mentor, and coach a global team to drive exceptional customer service.
- Enhance Customer Experience – Implement strategies and best practices to transform Customer Care into a seamless, omni-channel experience.
- Process Optimisation – Improve efficiency by leveraging technology, automation, and data-driven insights.
- Stakeholder Collaboration – Work closely with cross-functional teams to align customer service initiatives with business goals.
- Customer Advocacy – Use data and direct feedback to inform key business decisions, ensuring the customer is always at the center.
- Reporting & Insights – Develop and monitor key performance metrics to drive continuous improvement.
What You Bring
- Proven experience in leading a customer service or customer care team in a global, omni-channel retail environment.
- Strong leadership and people management skills, with the ability to inspire and develop a high-performing team.
- A strategic mindset with a passion for customer experience and service innovation.
- Ability to analyse data, identify trends, and translate insights into actionable strategies.
- Excellent communication and stakeholder management skills, with a strong ability to advocate for customer needs.
- Experience in implementing technology-driven solutions to improve customer service efficiency.
About T2
We’re T2, a tea brand known for its delicious tea made with premium, sustainable ingredients. Every day, we love to excite our customers by inviting them into our world of tea, online and in our retail stores across Australia, New Zealand and Singapore.
Like our teas, our people are unique and diverse. We believe every team member brings different experience and skills to each role which is invaluable to T2. In return we provide training, incentives and encourage an inclusive culture through our policies and initiatives.
Today, we’re part of LIPTON Teas and Infusions, the world’s largest tea business. For our team, this connection opens opportunities to build global relationships, expand your career globally and participate in global programs and industry-leading initiatives.
We’re also proudly B Corp Certified, get to know more about us at: https://www.t2tea.com
Life at T2
- Enjoy a 50% discount to spoil yourself, plus endless cups of tea.
- Get recognition and rewards. T2 celebrates our teams contributions through our Moment Makers program, featuring exciting prizes.
- Volunteer leave day per year with a purpose aligned organisation.
- Workplace policies with impact: Menopause policy, Gender equity policy, Equitable remuneration policy and Flexible working arrangement options, including hybrid work.
- Employee Assistance Program (EAP).
- T2 Culture Club ensures we celebrate every occasion in the calendar – bringing fun and excitement to life at T2.
- Head office located in lively Collingwood, close-by to delicious cafes and public transport (both train and tram).
About the application process
Don’t feel like you meet every single requirement? Still apply! We’d love to receive your application if most of your experience matches and you think you’ll thrive in this role.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
T2 commit to respond to every applicant.
No agencies please – we have this one brewing in-house.
Sounds like your cup of tea? Apply now!
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