About the Role:

As the Customer Service Manager, you will take charge of a well-established team, mentoring and upskilling staff while leading process improvements across multiple locations.
Based in Brisbane, you’ll play a hands-on role, working on the ground alongside the team to ensure smooth operations, provide real-time feedback, and step in when needed. With the team operating across a broad spectrum of hours, from 4am until late, flexibility and a proactive approach will be key.
As this is a newly established position, it will evolve over time, requiring someone who is adaptable, solutions-focused, and ready to take on an ever-changing set of responsibilities.

Responsibilities

• Lead and mentor a small customer service team, providing ongoing feedback, training, and support.
• Be on the ground working alongside the team, handling customer interactions, order management, and issue resolution.
• Identify inefficiencies and implement new solutions to streamline processes.
• Oversee order processing and customer issue resolution, ensuring a seamless experience.
• Work closely with other departments to align customer service operations with broader business goals.
• Step in to cover early morning shifts or key operational gaps when needed.
• Monitor performance and provide ongoing coaching to improve team efficiency and service quality.
• Contribute to long-term national process improvements as the business evolves.

About You

• Proven experience in a leadership role within customer service or a related field.
• Strong background in mentoring, upskilling, and providing constructive feedback to teams.
• Comfortable being hands-on, working alongside the team while also managing them.
• Experience working in customer-focused, operational environments with a mix of transactional and problem-solving responsibilities.
• Ability to drive change in a well-established environment while maintaining team morale.
• Adaptable and comfortable in an evolving role, willing to take on new challenges as the position develops.

This is an exciting opportunity for a leader who enjoys both team development and operational improvement. If you’re looking for a role where you can make a tangible impact and help shape the future of customer service, apply today!
For more information reach out to Tayla.vandeventer@troocoo.com