Description:
Head of Customer Happiness
Company: EHPLabs
Employment Type: Full-Time
About the Role:
At EHP, customer experience is a growth engine. As our Head of Customer Happiness , you will own the end-to-end customer journey — from first website/app interaction through post-purchase experience — leveraging AI, automation and insight-driven decision making to deliver world-class service at scale.
This role leads a high-energy customer support and sales team while continuously optimising systems, workflows and touchpoints to improve customer satisfaction, conversion, retention and lifetime value.
You will play a pivotal role in shaping how EHP shows up for its global community — blending human connection with smart technology to create fast, personalised and frictionless experiences.
You will be responsible for:
Customer Experience & Growth
- Own and continuously improve the end-to-end customer journey across web, post-purchase and support touchpoints
- Drive first-class customer experiences that convert website visitors into loyal customers
- Use AI-driven insights to proactively identify friction points, trends and opportunities to improve CX and sales effectiveness
- Partner closely with Marketing, Ecommerce, Supply Chain and Tech to ensure seamless communication around campaigns, product launches, website updates and operational changes
AI, Automation & Platforms
- Leverage AI and automation tools (including Siena AI, Gorgias and Shopify) to:
- Improve response times and resolution rates
- Scale personalised support without sacrificing quality
- Surface actionable customer insights and predictive trends
- Continuously evaluate and optimise customer service tech stack, workflows and automations
- Use data to inform smarter decisions across customer experience and commercial outcomes
Team Leadership & Performance
- Lead, coach and develop a high-performing customer service and sales team
- Set clear performance targets, KPIs and weekly goals aligned to CX and revenue outcomes
- Empower the team to upsell and cross-sell confidently using deep product knowledge
- Own rostering, training, capability uplift and day-to-day team leadership
- Act as the point of escalation for complex or sensitive customer issues
Reporting & Insights
Deliver weekly and monthly reporting on:
- Team and individual performance
- Customer sentiment, pain points and feedback trends
- Conversion, retention and service efficiency metrics
- Translate insights into clear actions that improve customer outcomes and commercial performance
Customer Support Execution
- Oversee customer support across Live Chat, WhatsApp, Email and Social Media
- Ensure accurate investigation and resolution of customer enquiries using:
- Gorgias
- Shopify
- AI tooling
- Warehouse and fulfilment systems
About you:
- You are customer-obsessed and energised by creating exceptional experiences
- 4+ years’ experience leading an online customer service and sales team in a fast-paced ecommerce environment
- Strong experience across digital service channels including live chat, social and email
- AI-savvy, with hands-on experience using automation and customer service SaaS platforms to scale performance
- Confident using data to drive decisions, prioritisation and continuous improvement
- Exceptional written communication skills with a clear, brand-aligned tone
- Highly organised, adaptable and comfortable managing multiple priorities
- Strong problem-solving skills with a sharp eye for detail
- Experience with Gorgias, Zendesk or Desk.com highly regarded
About EHPlabs:
At EHPlabs we are about leading health and fitness through our ethos of ‘we rise by lifting others’. Our prefix 'EHP' stands for 'Empowered Human Potential' as we believe in empowering our community with the tools and vital information to make better-informed decisions leading to healthier, happier lifestyles.
Since our launch in 2012 we are proud to have positively impacted millions of people's lives through our industry-leading fitness supplements as well as our high-impact marketing through digital channels.
We are a team of passionate people who strive for continuous and never-ending improvement. To learn more about us please visit our website: http://ehplabs.com
Benefits of working for EHPlabs:
- Gym membership
- Hybrid work
- Competitive salary
- Fun, supportive, high-performance culture
- Discounted supplements, energy drinks and protein bars
- Office dogs 🐾
Note: To be considered for this role, you must have the right to live and work in Australia.