Customer Service Manager

Overview

We are seeking a committed, customer-first Customer Service Manager to guide service quality, improve client satisfaction, and strengthen long-term relationships with customers. This role is ideal for someone who enjoys leading teams and shaping memorable service experiences.

Key Responsibilities

• Lead the customer service team and ensure customers consistently receive a high standard of support.
• Create and roll out initiatives that raise satisfaction, loyalty, and customer retention.
• Track service metrics, review performance trends, and pinpoint areas that need improvement.
• Manage escalated issues and work toward quick, practical, and customer-friendly resolutions.
• Coach, support, and inspire team members so they can perform at a strong level.
• Refine support workflows, service procedures, and operational standards to improve efficiency.
• Compile reports and share insights based on customer feedback, patterns, and team performance.
• Partner with teams across the business to improve products, services, and the overall customer journey.

What We’re Looking For

• Proven leadership ability and experience managing a team.
• Excellent verbal and written communication, strong people skills, and the ability to resolve conflicts well.
• A customer-centric approach with genuine commitment to service quality.
• Strong judgement, analytical thinking, and sound problem-solving skills.
• Comfort handling several priorities at once in a busy, fast-moving environment.
• Capability to review performance data and use it to improve processes.
• Positive, flexible, and driven by customer success.

What We Offer

• The chance to directly influence and elevate the customer experience.
• A collaborative, encouraging workplace.
• Opportunities to build leadership skills and grow your career.
• Exposure to modern customer engagement methods and tools.
• A competitive pay package with comprehensive benefits.

Additional Information

This is a part-time, on-site role based in Australia. The position is focused on delivering service excellence, strengthening customer relationships, and contributing to long-term business success.