National Customer Service Manager

Let’s make a difference

When you work for The Babybee Group, you’ll be working with purpose. Working with the goal of making parents’ lives better. Working to drive positive change within the baby industry and to make a genuine difference in the lives of new parents and little ones as far as we can reach.

• National customer service manager

  National customer service manager

  Yarraville, Melbourne VIC | Full-time

  Babybee and Milly & Coup are growing Australian baby brands focused on creating thoughtfully designed products and exceptional experiences for modern parents.

  We're looking for a hands-on National Customer Service Manager to lead our customer service team and help us continue raising the bar on service quality, team performance and customer satisfaction.

  This is not a frontline support role. It's a leadership position reporting to the GM, responsible for managing the day-to-day customer service function, improving systems and processes, and acting as the final escalation point for complex customer and warranty matters.

  You'll work closely with Product, Operations and Marketing to identify customer pain points, solve problems and help improve the overall customer experience.

  You'll thrive in this role if you

  • Enjoy leading and developing people
  • Are highly organised and accountable
  • Think in systems and processes, not just individual customer issues
  • Love solving problems and improving how things work
  • Are comfortable making decisions and handling escalations
  • Have a genuine curiosity for products and how they work
  • Enjoy turning challenging customer situations into positive brand experiences
  • Are interested in using technology and AI to improve efficiency and outcomes

  What you'll be doing

  • Leading and developing the Customer Service team
  • Managing service performance, reporting and team accountability
  • Overseeing warranties and returns
  • Diagnosing product issues and working with suppliers and manufacturing partners on solutions
  • Identifying opportunities to improve systems, processes and customer communications
  • Sharing customer insights with the wider business

  What we're looking for

  • Previous experience leading a customer service team
  • Strong communication and leadership skills
  • A practical, hands-on approach to problem solving
  • Confidence working with systems, reporting and technology
  • Ecommerce, retail or consumer product experience highly regarded

  Why join us?

  • Growing Australian brands with ambitious plans
  • Genuine ownership and impact
  • Supportive, fast-paced environment
  • Opportunity to grow your career as the business scales

  Salary: ~$100,000 + superannuation

  APPLY HERE

Our Office

Our shiny new office is located in the leafy suburb of Yarraville in Melbourne's west.

We love our neighborhood and that we’re a short stroll to Yarraville Village (with its endless lunch options!) and Yarraville station.

We also love Harvey, our office labradoodle who is captain of team morale.