National Customer Service Manager

National Customer Service Manager

Full-time Yarraville Melbourne Reports to the General Manager

$100000 $120000 superannuation

Hellonice to meet you.

We promise this isnt just another job ad. Well it is but with a difference. Were searching for an experienced Customer Serviceleader to take ownership of a function that sits at the heart of our business:leading our CS team owning our warranty function and ensuring the voice ofthe customer shapes every decision we make.

Youll report directly to our General Manager hold agenuine seat on the leadership team and work hand-in-hand with ProductOperations and Marketing. This isnt a role for someone who keeps the queuemoving its for a leader who builds capability sharpens systems and turnscustomer insight into better products.

About us

Babybee Group is a best-in-class ecommerce-firstomni-channel retailer home to two of Australias fastest-growing brandsBabybee and Milly Coup. Were proudly Australian-owned and our mission issimple: to make parent life better less stressful more stylish and more fun.

We operate across ecommerce retail expos and productdevelopment and we hold ourselves to a high standard in all of it. Were asmall but mighty team with big ambitions (growing faster than a toddler on agrowth spurt) and were building this business to be the benchmark not thefollower.

Why thisrole exists

Scaling an omni-channel business means more customersmore channels and higher stakes when something goes wrong because when aparent depends on your product service isnt a cost centre its the looking for a leader who treats customer service as a competitiveadvantage and makes every interaction count.

Whatyoull own

• Team leadership (youranchor) lead coach and develop acapable team of 34. Set clear standards build technical capability andcreate a culture of ownership and continuous improvement.
• Service performance CSAT response and resolution times backlog quality andproductivity across both brands every channel.
• The warranty function commercially balanced decisions on complex productissues and partnership with Product and our manufacturing teams to fixrecurring faults at the source. Nothing gets resolved by guesswork you get toroot cause.
• Continuous improvement better systems workflows and customercommunications including smart use of AI and automation to reduce customereffort and warranty cost.

One honest note: this isnt a purely desk-basedleadership role. From time to time youll be hands-on inspecting returnedproducts investigating faults and working alongside your team to find theright customer outcome.

Youllthrive here if you

• Enjoy leading anddeveloping people and hold a high bar with warmth
• Think beyond individualtickets to the overall customer experience
• Balance empathy withcommercial judgement
• Are naturally curious abouthow products work and enjoy investigating and solving technical problems
• Like influencing changeacross Product Operations and Marketing
• Embrace AI automation andsmarter ways of working

Whatyoull bring

• A get the Right Sh*t donemindset you dont wait for direction and you focus where it matters most
• Proven experience leadingand developing a Customer Service team
• A track record of improvingservice performance not just maintaining it
• Hands-on experience withwarranties technical support or physical consumer products
• A background in ecommerceretail or consumer goods

Whyyoull love working at Babybee

• Report directly to theGeneral Manager with a genuine seat at the leadership table
• Proudly Australian-ownedfemale founder-led business with a loyal customer base
• Generous staff discountsacross Babybee and Milly Coup plus paid parental leave
• Free parking snacks andregular team lunches or drinks
• A supportive close-knitteam culture and the chance to make a real difference in the lives ofAustralian families

Ourvalues

Our values guide everything we do:

• We know whats going on
• We get the Right Sh*t done
• We own it
• We listen to our parents
• We have a start-up mindset
• We care

If those values resonate with you youll fit right in.

How toapply

Send your CV plus a short note to no cover-letter essay required telling us two things:

• One customer service metricyou materially improved and how you did it
• A product or warranty issueyou personally got to the root cause of

We review applications as they arrive so if youre aCustomer Service leader who wants to see the direct impact of your work dontwait for a closing date.