Team Leader

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

We’re seeking an experienced Team Leader to join our Customer Care team, working on behalf of one of Australia’s leading retail brands.

In this role, you’ll lead a small, close-knit team of email-based Customer Care Agents, responsible for managing customer enquiries, logging tickets, and triaging issues through Salesforce and other internal systems.

Key Details:

• Hybrid |Melbourne CBD | 3 days onsite

• 6 months Fixed Term Contract

• Part Time | 25 hours per week

• Availability between 8:00am to 2:00pm Monday to Friday

• The successful candidate will be required to undergo a Nationally Coordinated Criminal History Check

What you’ll do:

• Lead, coach and motivate your team to achieve and exceed performance goals and KPIs

• Monitor inbox activity and ensure team efficiency across all email-based tasks

• Review and report on performance metrics weekly and monthly

• Conduct regular one-on-one coaching sessions and team meetings

• Foster team engagement through cultural activities, recognition and rewards

• Maintain up-to-date knowledge of products, systems and internal processes

• Communicate clearly and constructively with stakeholders

About you:

• You’re an inspiring leader who creates a positive and supportive team culture

• You have experience coaching and developing team members to achieve results

• You bring strong attention to detail, organisation and time management skills

• You’re collaborative, approachable and passionate about customer experience

• Experience using Salesforce or similar CRM systems is highly regarded

If you’re a natural leader who loves driving results, motivating teams, and delivering exceptional client outcomes, we’d love to hear from you.

Additional Information

This role requires you to have your own PC or laptop for working from home (Mac devices are not compatible with required systems). 

What’s in it for you?

• Flexible hybrid model – enjoy the best of both office and home

• Part-time hours to support work-life balance

• Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.

• Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands

About Probe CX

Probe CX is a global business of 17,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

How to Apply?

Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!