Team Leader - Customer Happiness

About Cozey

At Cozey, we’re all about empowering possibilities in your home and making furniture shopping as easy and enjoyable as possible. Our thoughtfully designed, stylish furnishings adapt to evolving lifestyles, combining innovation with a commitment to great value and customer service. As a fast-growing, online-first brand, our success is driven by a team that shares our passion for redefining the furniture experience.

The mission of the Team Leader, Customer Happiness at Cozey

As Team Leader, Customer Happiness reporting to Tess Levy, Operations Manager, Customer Happiness, your mission is to lead a team of ambassadors who deliver fast, accurate, and effortless support to our customers. You’ll guide daily performance, help each person on your team grow, and use technology and AI to improve how the team works every day. 

What you'll be doing

• Monitoring queues, service levels, and staffing throughout the shift, adjusting schedules as demand changes and ensuring clear handovers. 
• Keeping knowledge base articles and procedures current as our products, policies, and workflows evolve. 
• Coaching each ambassador based on their strengths and growth areas, with useful feedback and real opportunities to practise. 
• Owning difficult customer situations, rebuilding trust after service failures, and following through on resolutions. 
• Using AI actively and helping ambassadors do the same, by building and improving workflows that support resolution, coaching, and daily operations. 
• Measuring the results of new workflows so the team knows what’s working. 

We'd love to hear from you if you have

• 2 to 3 years of customer support experience. A formal leadership title isn’t essential if you can show us the accomplishments below. 
• Examples of improving colleagues’ quality, productivity, or independence through coaching, training, or mentoring. 
• Experience handling sensitive conversations and winning back dissatisfied customers through effective service recovery. 
• Experience using AI beyond basic prompting, building workflows or automations that saved time, reduced errors, or improved outcomes. 
• A positive, entrepreneurial approach: you take initiative, focus on what you can influence, seek feedback, and turn problems into practical solutions. 
• Flexibility to work scheduled shifts across days, evenings, nights, weekends, and holidays, since Cozey operates 24/7. 

We care about you

• You will receive a competitive salary along with a comprehensive benefit package. 
• Endless opportunities for personal and professional growth in a fast-growing start-up. 
• A generous PTO policy that allows you the time you need to recharge.
• A role where your strategies and decisions directly influence the company’s operations and growth.
• A workspace where everyone is welcomed, heard, and valued. 

Please note that we may use AI-powered tools to support parts of our hiring process, such as application screening and interview coordination. These tools help us focus our time where it matters most: getting to know candidates. All hiring decisions are made by people, and we’re committed to a fair and inclusive process.