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.

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)

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