Our Story

At Safewill, we’re reshaping end-of-life planning in Australia, making it more affordable, personal, and accessible for all. Since our launch, we’ve grown rapidly to become one of the country’s fastest-growing tech companies. Backed by leading investors like Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox Ventures, we’re scaling fast - and we’re looking for a Customer Service Team Leader to help us deliver exceptional support while preparing our customer success team for future growth.

Your Story with Us

As our Customer Service Team Lead, you’ll step into a lead-level role where you’ll balance immediate operational needs with future strategic responsibilities. You’ll play a critical role in managing increased customer support demands while collaborating closely with our existing team to ensure outstanding service. Over time, this role will grow into a leadership position, overseeing a larger team and driving strategic initiatives to elevate Safewill’s customer experience.
Over the first 6-12 months, you will:
Deliver Outstanding Customer Service:

• Take a hands-on role in managing customer inquiries, including chat support, to ensure exceptional experiences for Safewill’s growing customer base.
• Collaborate with the existing team members to maintain service standards and manage workload.
• Handle escalations with professionalism and empathy, ensuring timely and effective resolutions.

Develop Team and Strategic Capabilities:

• Lay the groundwork for a scalable customer success function by introducing processes, tools, and best practices.
• Assist in forecasting team needs, analysing support trends, and proposing data-driven solutions for growth.
• Drive the adoption of CRM platforms and automation tools to improve team efficiency and service quality.

Lead and Plan for the Future:

• Support product-related customer-facing initiatives, collaborating cross-functionally with product and marketing teams.
• Begin transitioning from hands-on work to team leadership, taking on managerial duties and strategic planning.
• Take ownership of customer service projects, leading implementation and optimisation efforts.

Ongoing:

• Monitor and analyse customer data to identify trends, forecast demand, and ensure team readiness for growth.
• Introduce project management and optimisation practices to improve team workflows and customer outcomes.
• Act as a bridge between the customer success team and other departments to align efforts and maintain service excellence.
• Grow into a leadership role, overseeing a larger team as the company scales.

Why Join Safewill?

• Impactful work: Help shape and elevate customer success at Safewill, making a real difference for Australians planning their Estate matters.
• Growth opportunities: Start as a hands-on leader and grow into a strategic role as the company scales.
• Professional development: Access resources and in-house mentorship to enhance your skills in customer success, leadership, and data analysis.
• A culture of innovation: Join a dynamic team where ideas are welcomed, and creativity drives success.
• Competitive compensation: A salary package with equity that recognises your contributions to Safewill’s growth.

Wondering if you should apply?

We’re looking for a hands-on, data-driven leader who thrives on solving customer challenges. If you’re ready to balance immediate operational needs with strategic growth opportunities and are excited about growing alongside a fast-paced startup, this role could be for you. Apply today!