Customer Service Manager

Join to apply for the Customer Service Manager role at Vytelle

Job Title: Customer Service Manager

Company: Vytelle

Reporting to: Regional Director Australia/NZ

Direct Reports: N/A

Location: Australia - Remote

Salary Range: Commensurate with Experience

Status: Full-time

About Vytelle

We are a global biotechnology company operating at the edge of practical innovation, reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes:

• Vytelle SENSE — a bovine phenotypic and genotypic data capture system enabling producers to select desired traits to improve progeny
• Vytelle ADVANCE In Vitro Fertilisation Service — Accelerates genetic improvement

Role Overview

We are seeking a Customer Service Manager to lead the end-to-end customer journey for Vytelle ADVANCE services in Australia, with seasonal support across New Zealand. This role owns the customer experience before, during, and after OPU, with a clear focus on retaining at least 90% of customers, attracting new customers, ensuring seamless coordination, and acting as the critical link between customers, lab teams, operations, and commercial. This is not a transactional support role. You will be the face of the customer internally—ensuring they feel heard, informed, and supported at every touchpoint. You will be accountable for their success, while championing empathy, context-sharing, ownership, and continuous improvement. Customers include on-farm producers and Vytelle satellite partners.

Responsibilities

• Be the primary point of contact for all customer communications from booking through to embryo reporting and feedback.
• Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes.
• Own pre-, during- and post-OPU follow-ups including data collection, rebooking discussions, and satisfaction checks.
• Proactively gather and use customer feedback to drive improvements in experience and retention.
• Build strong, empathetic relationships based on trust, transparency, and responsiveness.
• Onboard, train and drive the Vytelle.io experience and use of RSVP tool.

Cross-Functional Coordination

• Coordinate across internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer.
• Support Field Ops with accurate, timely information for travel, logistics, and materials planning.
• Liaise with customers to confirm matings, semen details, paperwork, and service logistics.

Process, Reporting & Retention

• Drive process discipline, using tools like HubSpot CRM and Vytelle.io for tracking leads, interactions, and service tickets.
• Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications.
• Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness.
• Own regional ticketing system working across departments to drive prevention, triage, remedy and communication.

Regional Support

• Lead customer coordination for Australia, and support New Zealand teams during peak IVF periods.
• Assist in aligning lab and customer schedules to meet regional demand.

Key Attributes & Expectations

• Leads with empathy, builds context, and acts as a connector across people and functions.
• Shows strong accountability and a bias for action — never dropping the ball.
• Thrives on problem-solving and creating clarity in fast-paced, high-precision environments.
• Drives customer retention and loyalty through value, trust, and proactive service.
• Feels responsible for contributing to culture, outcomes, and overall company success — not just their own tasks.

Vytelle's Core Values

• Leadership: Inspire and serve and seek the best in each other
• Endurance: Pacesetter, takes action and realises results
• Pioneer: Infinitely curious, catalyst and listens for ideas
• Love: Contagious passion for customers and our purpose
• Ability to adopt and adhere to Vytelle's Foundation: Integrity, Respect and Trust
• Teamwork: Establish and maintain positive working relationships to achieve goals
• Team Member Orientation: Anticipate and respond to the needs of team members
• Direction and Decision Making: Influence others to achieve results in the Company's best interests

Skills and Attributes

• Required: Proven success in customer success, service, or coordination role
• Strong verbal and written communication with listening and empathy
• Excellent time management, prioritisation, and detail orientation
• Confident navigating systems (CRM, ticketing, customer software)
• Ability to travel occasionally as required

Experience and Qualifications

• Bachelor's degree or equivalent
• Proven success in a customer support role
• Knowledge and use of customer service software and ticketing systems
• Located in one of our labs with travel as appropriate to Vytelle labs

Equal Employment Opportunity Policy

Vytelle is an equal opportunity employer. We are committed to diversity and inclusion in the workplace and welcome applications from all qualified individuals.

Seniority level: Entry level

Employment type: Full-time

Job function: Other

#J-18808-Ljbffr

---