Customer Service Manager

About the role

Bellroy is looking for a Customer Service Manager to lead its global support team, which spans the southern and northern hemispheres. The role sits within the direction and standards set by the Customer Support Director and focuses on raising the standard of support across every channel and team, ensuring agents are well led and well equipped.

Key responsibilities

• Run quality assurance that looks at decisions, not just ticket outcomes, and work with team leaders so they lead their teams well
• Step in on lower-level escalations, de-escalate calmly and turn each one into a learning opportunity for the team
• Run additional training for in-house staff and share a regular newsletter with managers across the business
• Work across the southern and northern hemispheres to keep both sides in step

Required profile

• 5+ years' experience in customer experience, quality, enablement or customer support leadership, ideally in a multi-channel, high-volume environment with an ecommerce or product brand background
• Proven experience designing and running quality frameworks focused on decision-making, consistency and customer outcomes
• Strong coaching ability and a deep understanding of tone, language and emotional context across channels
• Experience handling judgement-heavy escalations and using qualitative and quantitative data (QA reviews, feedback, CSAT/NPS) to drive improvement
• Familiarity with customer support platforms (ticketing, QA, knowledge bases)
• Able to translate brand principles into clear expectations for frontline teams and to communicate clearly and thoughtfully

What we offer

• Full-time role based in Melbourne, hybrid with flexible remote work day-to-day
• A diverse, international workplace