Customer Service Lead

Customer Service Lead

Full-Time

Bondi Beach Location

We are Barney Group - a fast-growing, multi-brand e-commerce business behind five pet brands: Potty Plant, Barney Bed, Cat Street, Furfy and Scatbags. Built on a shared commitment to quality products and exceptional customer experiences, we operate across Australia and the United States, with warehouses in both countries and a retail boutique in Paddington, Sydney.

The Role

This is a hands-on role supporting both customer service and delivery operations across the Barney Group businesses - Barney Bed, Cat Street, Potty Plant, Furfy and Scatbags. You will play a key role in ensuring our customers receive an exceptional experience while helping keep our delivery and operational processes running smoothly. We are looking for someone who is organised, proactive and enjoys finding solutions. You will be comfortable managing competing priorities, communicating with customers, drivers and internal teams, and taking ownership of operational challenges as they arise.

What You Will Be Doing

Logistics and Delivery Management

• Coordinate weekly routing and delivery operations for Potty Plant, including route planning and delivery issue resolution.
• Build and maintain strong relationships with drivers and warehouse partners to ensure a seamless delivery experience.
• Support ongoing improvements to delivery performance, service levels and operational processes across NSW, QLD and VIC.

Customer Service

• Manage customer enquiries across all Barney Group brands relating to subscriptions, deliveries, returns, products and general support.
• Support customer service and retail team members with complex enquiries and escalations.
• Work with the General Manager - Operations to maintain a high standard of customer experience, monitor customer feedback, and identify opportunities for improvement.
• Support warehouse and fulfilment teams during busy periods and peak trading events.
• Coordinate product donations and relationships with animal shelters and community organisations as required.

What We’re Looking For

• Someone who approaches every customer interaction with genuine warmth, patience and professionalism - this is non-negotiable for us.
• An excellent communicator, both written and verbal, who can confidently adapt their tone whether resolving a customer issue, coordinating with a driver or providing delivery updates.
• Experience in customer service, customer operations, logistics, or a similar operational role.
• Confidence using platforms such as Shopify, and customer service software.
• Experience using logistics routing and delivery management systems.
• A natural problem-solver who remains calm, practical and measured when challenges arise.
• Highly organised, with strong attention to detail and the ability to manage competing priorities.
• Someone who takes ownership, follows things through and looks for opportunities to improve processes rather than simply maintain them.
• A team player who genuinely enjoys helping people and takes pride in creating positive experiences for customers and colleagues alike.

Why Join Us

This is a varied, hands-on role where no two days are the same. You'll work across five brands and gain exposure to customer service, logistics and operations while helping deliver exceptional experiences for customers across Australia and the United States.

As a growing business, we're constantly improving how we operate, making this a great opportunity for someone who enjoys learning, solving problems and being part of a fast-moving environment.

• Bondi Beach office location
• Growing e-commerce business
• Exposure to five brands
• A varied role spanning customer service and logistics
• Opportunity to learn and build experience across multiple areas of the business

If this sounds like the right opportunity for you, we would love to hear from you.

Apply here - https://hub.barneygroup.co/f/xMdPgJtGPlVPLkLoClrV_oi14bTQ4ipd