Customer Service

We're looking for a proactive and customer-obsessed Customer Service & Support Lead to manage the customer service function across our fast-growing portfolio of beauty and wellness brands: tbh Skincare , Bouf , and Boost Lab .

This is a hands-on, cross-functional role ideal for someone who thrives in fast-paced environments and is ready to take ownership of the end-to-end customer service experience, from daily support to operational collaboration and team leadership.

Who This Role Is Perfect For:

This role is designed for someone ready to step into a broader position that blends customer service, operations, and project ownership. You might be:

• A customer service specialist ready to take the next step into leadership and strategy
• An organisation-oriented professional looking for a career shift into the beauty and wellness industry
• An operations or retail manager who wants to transition into a more desk-based, cross-functional role with strong exposure to brand and customer experience

We're looking for someone who is eager to grow, loves improving processes, and is excited to be part of a passionate, high-performing team.

What you'll do:

• Oversee customer service across tbh Skincare, Bouf, and Boost Lab
• Manage escalations, ensure consistent tone of voice, and deliver best-in-class customer experiences
• Resolve complex and high-priority support tickets across email, social and retail/DTC platforms with speed, empathy and expertise
• Support geo-specific experiences across Australia, New Zealand, the UK and beyond

Team Management

• Lead and support our casual customer service team
• Manage rostering, approve timesheets, and set performance KPIs
• Deliver coaching and performance feedback regularly
• Reporting to the Head of Digital Marketing & Ecommerce this role will provide insights, feedback and optimisation recommendations to enhance our CX team on a regular basis.

CX & Operations Reporting

• Own and improve internal reporting on CX metrics, customer sentiment, and issue trends
• Identify opportunities for automation or efficiency improvements
• Share regular insights and recommendations with the wider business

Cross-Functional Operations Support

• Monitor DTC inventory in our 3PL warehouses & be point of communication for warehouse relationships
• Work closely with the operations team to facilitate support stock allocation for promotions, product launches, and international events & replenishment
• Work closely with the ecommerce team to ensure smooth coordination of accurate stock level reporting for sitewide campaigns and seasonal sales across regions & coordinate plans for OOS or delayed orders communications.
• Work closely with the Brand campaign leads to predict and organise send outs for PR initiatives.

You'll thrive in this role if you:

• Have 2-4+ years experience in customer service, operations, retail or eCommerce
• Enjoy leading small teams and getting into the detail of systems and processes
• Are comfortable working across Gorgias, Shopify, Teams, Klaviyo and Google Sheets (or quick to learn)
• Are an excellent communicator, problem-solver, and multitasker
• Have a keen interest in beauty, wellness or DTC brands
  

What's in it for you?

• Join three exciting, high-growth Australian brands with big international plans
• Step into a career-defining role that bridges customer, ops, and brand experience
• Work closely with a team of passionate, ambitious marketers and operators
• Enjoy hybrid flexibility, product perks, and career development opportunities

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time
• IndustriesRetail

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