Customer Service Manager

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 world class Bovine phenotypic and genotypic data capture system via Vytelle SENSE which enables producers to accurately select desired traits to continually product elite progeny, coupled with Vytelle ADVANCE In Vitro Fertilisation Service, which enhances the speed at which genetic improvement can be made.

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 a culture of empathy, context-sharing, ownership, and continuous improvement.

Customers include on-farm producers and Vytelle satellite partners.

Responsibilities
Customer Journey & Experience Ownership

• 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 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 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

We are looking for a team member who:

• 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: The Common Thread of Integrity, Respect and Trust

In addition to:

Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company's effectiveness.

Team Member Orientation:

Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.

Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

Skills And Attributes
Required:

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

Preferred:

• Knowledge of bovine reproduction, IVF or cattle industry.
• Experience working with agricultural/life sciences organisations.
• Located in or near Brisbane or Melbourne labs (preferred but not essential)

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

PHYSICAL, MENTAL and EMOTIONAL DEMANDS

• Extended periods of sitting and working at a computer and/or on the phone.
• While the role is primarily remote, some in-person collaboration may be necessary.
• Requires the ability to manage and prioritize multiple tasks at any given time in a fast-paced, and sometimes, high pressure environment.
• Requires high-level team and cross-functional collaboration across multiple internal departments.
• Support and contribution to team culture by fostering an environment of trust, transparency and accountability.
• This role requires the flexibility to work outside of traditional office hours as needed to accommodate customers, time zone differences and peak operational demands.
• Some travel is required for this role approximately15%

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.