Customer Service Manager

7 days ago

Melbourne, Victoria, Australia Sharp & Carter Business Support Full time $90,000 - $120,000 per year

This brand represents some of Australia's most loved beauty and wellbeing products. From skincare to lifestyle essentials, their portfolio brings together iconic home-grown brands that inspire confidence, self-care, and wellbeing. 

About the Role

We're seeking an experienced and driven Customer Service Manager to lead our service team in delivering a seamless customer journey across both business-to-business (B2B) and business-to-consumer (B2C) channels.

In this hands-on leadership role, you'll oversee day-to-day operations, ensure service level agreements (SLAs) are consistently achieved, and champion process improvements that enhance both efficiency and the customer experience. Using Zendesk and Pronto, you'll play a key role in making sure our customers and partners receive fast, accurate, and caring support.

This role requires an immediate start within an initial 3 month commitment with a strong potential for extension and even permanency. 

What you'll be doing:

  • Leading and coaching a customer service team to deliver exceptional support across calls, emails, and customer touchpoints.
  • Managing workflows in Zendesk and Pronto, ensuring smooth order processing and service delivery.
  • Monitoring and reporting on SLA performance, implementing strategies to improve outcomes.
  • Building and maintaining strong relationships with B2B clients, retail partners, and B2C customers.
  • Acting as the escalation point for complex customer issues, ensuring timely and positive resolutions.
  • Driving service excellence and embedding a culture of care that reflects the beauty and wellbeing industry.

What we're looking for:

  • Proven experience managing a customer service or contact centre team or working in a senior customer service role.
  • Knowledge of Zendesk and Pronto (or similar systems).
  • A track record of successfully delivering against SLAs.
  • Exceptional communication and relationship-building skills.
  • Attention to detail, resilience, and the ability to adapt in a fast-paced environment.
  • A proactive leader with a passion for creating standout customer experiences.

Why join us?

  • Be part of a company that's home to Australia's most iconic beauty & wellbeing brands.
  • Receive an early finish on Fridays and generous product discounts.
  • Lead a passionate, customer-first team with genuine impact.
  • Work in a collaborative environment where your leadership supports self-care and wellbeing for customers nationwide.
  • 100% in-office role – immerse yourself in our collaborative culture and team.

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