Gro is a fast-growing health and prescription haircare business, helping thousands of Australians access treatment through a seamless digital experience. As we continue to scale, we’re looking for a Team Leader to lead our frontline support function and set the standard for outstanding, process-driven customer care.
This is a hands-on leadership role perfect for someone who loves leading people, improving processes, and staying close to the customer experience.
The Role
Reporting to the operational leadership team, you’ll be responsible for the smooth day-to-day running of our Prescription Haircare client support function. You’ll lead from the front managing people, enforcing standards, and personally handling enquiries to model best-practice service.
You’ll play a key role in ensuring enquiries are resolved accurately, efficiently, and within defined SLAs, while maintaining clear boundaries between non-clinical support and medical care.
What You’ll Be Doing
Lead & Coach the Team
- Lead, mentor and support the Client Success team in daily operations
- Set the benchmark for service quality by actively handling enquiries
- Monitor performance to ensure tickets are actioned, resolved and closed on time
- Provide regular coaching, feedback and guidance to drive consistency and accuracy
Process, Quality & Compliance
- Uphold internal processes, operational rules and quality standards
- Maintain a highly process-driven environment where accuracy matters
- Identify workflow gaps or issues and ensure they are resolved or escalated
- Contribute to continuous improvement of SOPs and the support runbook
Client & Practitioner Support
- Respond to client and practitioner enquiries across all support channels
- Troubleshoot issues using structured runbooks and defined processes
- Deliver non-clinical support while maintaining strict medical boundaries
- Triage and escalate all clinical or medical enquiries to the medical team
Collaboration & Training
- Work closely with medical, product and operations teams
- Share insights, trends and recurring issues with stakeholders
- Support onboarding and training of new team members
What We’re Looking For
Essential
- Experience leading or supervising a customer service or support team
- Strong process mindset with exceptional attention to detail
- Excellent written and verbal communication skills
- Confidence following structured guidelines and troubleshooting issues
- Ability to hold standards and manage accountability
Desirable
- QLD based candidates
- Experience in telehealth, e-commerce or prescription-based services
- Familiarity with platforms such as HubSpot or Shopify
- Exposure to working alongside practitioners or health operations
About You
- Calm, organised and unflappable under pressure
- Consistent, disciplined and process-oriented
- A natural leader who leads by example
- Comfortable navigating ambiguity and learning new systems quickly
