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

Customer Service Lead - Phone Sales (AU/US)