Customer Service Lead - Phone Sales (AU/US)

# Customer Service Lead - Phone Sales (AU/US) > Living in a Bubble · Philippines (Remote) · — · Posted 2026-07-30 **Workplace:** remote ## Description **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. ## Requirements **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) ## Benefits **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 ## Apply [Apply at Living in a Bubble](https://apply.workable.com/living-in-a-bubble/j/01B8413C41/apply) --- Powered by [Workable](https://www.workable.com)