Customer Service Director

7 days ago

Sydney, New South Wales, Australia beBeeCustomerService Full time
Job Description

We are seeking a skilled Customer Service Director to lead our support function and elevate the customer experience for both online and retail customers.

This role combines leadership, problem-solving, and process improvement – ideal for someone who loves driving service excellence while growing a team.

Key Responsibilities
  • Lead, coach, and inspire a customer service team across phone, email, and live chat channels.
  • Oversee daily workflows, escalations, and ensure empathetic, timely resolutions.
  • Implement strategies to improve CSAT, NPS, and service quality as the business scales.
  • Partner closely with eCommerce and operations teams to resolve issues around orders, inventory, and integrations.
  • Monitor and report on service KPIs, while identifying opportunities for automation and efficiency.
Requirements
  • Proven leadership in customer service (Manager or Team Leader), ideally in eCommerce or retail.
  • Strong people management skills with a positive, motivating style.
  • Hands-on experience with CX tools.
  • Calm, empathetic communicator who thrives in a fast-paced environment.
What We Offer
  • A collaborative, supportive culture with room to make an impact.
  • Competitive salary and generous employee discounts.
  • Professional growth opportunities with a brand that values innovation and continuous improvement.

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