Customer Operations Lead

IN A NUTSHELL

Bellroy makes things people carry every day and customers who reach out are trusting us to look after them with the same care that went into the product. As Customer Operations Lead youll make sure the systems processes and knowledge behind our support holds up to honour that trust not just today but as we scale.

Youll lead the operational backbone of the function: how work flows across channels how systems and automations are configured how knowledge is maintained and how information moves reliably between teams and partners. Youll do this within the strategic direction and standards set by the Customer Support Director ensuring execution is scalable well-governed and grounded in real-world use.

This isnt a role for someone who patches problems as they surface. Its for someone who digs intowhy friction exists thinks carefully about second-order effects and makes changes that genuinely simplify things for customers and for the people supporting them.

Youll collaborate closely with the Customer Support Director frontline teams Technology Finance and external providers to translate strategy into well-executed operational process and change.

YOU COULD BE THE ONE IF YOU HAVE

• 5 years experience in customer service operations or a similar role within a multi-channel high-volume environment background in an ecommerce brand is a strong bonus
• A track record of improving how support operates in practice (e.g. reviewing workflows refining automations strengthening operational controls)
• Hands-on experience across tools including Excel CRM platforms and a working familiarity with AI tools. If youve implemented or rolled out a tool or process (e.g. SMS a new automation or a training programme) even better
• Experience partnering with internal stakeholders and external providers bringing them along through clear communication shared context and disciplined change management
• Strong hands-on experience with customer support platforms and tooling (e.g. ticketing systems automation reporting knowledge bases) ideally gained by progressing through the ranks from frontline agent to team lead to an ops-focused role and a clear understanding of how configuration choices shape both agent behaviour and customer outcomes
• A systems-led inquisitive mindset - youre always asking why something works the way it does and how it could work better at scale
• Confidence working with operational data to identify gaps patterns and risks and using those insights to guide practical improvements
• A strong view of knowledge as a living operational asset - ensuring information is accurate accessible and evolves alongside how the team actually works
• Clear thoughtful communication skills; you can explain changes simply set expectations well and help teams understand not just whats changing but why
• Experience partnering across teams and with external providers bringing people along through genuine shared context not just status updates.

Even if you dont tick every box if youre curious about how customer support systems really work (and motivated by making them better) wed love to hear from you.

IF YOU WERE HERE LAST WEEK YOU MIGHT HAVE

• Dug into how a specific type of enquiry flows through our systems and refined a workflow or automation to remove friction for both customers and agents
• Reviewed recent ticket data to identify patterns pointing to a process tooling or knowledge gap and proposed a clear improvement
• Partnered with our Tech team or a CRM provider to refine a system change ensuring it supports real-world use rather than theoretical design
• Work with our CRM Copilot to ensure it is up to date and reflects processes brand language and is optimised for edge cases
• Communicated upcoming operational changes to the CS team explaining whats changing what it means in practice and where to go for support

LOCATION & HOURS

This is a full-time role based in Melbourne. We work in a hybrid way with flexibility to work remotely day-to-day and in-person collaboration when it matters.

WHY WORK FOR BELLROY

At Bellroy it takes a wonderfully diverse crew to make everything tick. Were a close-knit group of thinkers and makers from over 25 different countries each contributing unique skills to achieve our shared vision. We believe that embracing diverse backgrounds and perspectives is key to staying agile and resilient. So even if your experience isnt an exact match but you feel you have something special to contribute wed love to hear from you.

Bellroy is committed to making our hiring process accessible to everyone including individuals with disabilities. If you need reasonable accommodations at any stagewhether its applying interviewing completing pre-employment testing or otherwise participating in the selection processplease contact us at Include your full name the best way to reach you and the type of accommodation you need to support you throughout the application process. Were here to help and ensure you have the best possible experience.