Customer Service Manager

About the role

We are looking for a Customer Service Manager to lead our Australian support operation at EatClub. You will be responsible for a team of 30+ offshore agents delivering customer and venue assistance across email, chat and phone during Australian business hours.

Key responsibilities

• Monitor support queues, track response times, SLA adherence and quality across all channels.
• Coach and develop agents through one‑on‑ones, live feedback and structured training sessions.
• Lead by example, stepping into customer conversations when needed and ensuring high service standards.
• Collaborate with the UK counterpart to align tone, quality standards and manage overlapping issues.
• Analyse metrics to identify performance gaps and implement improvement plans.
• Ensure appropriate staffing coverage for daily operations.

Required profile

• Proven experience managing a large customer support team, preferably in a call‑center environment.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication and coaching skills.
• Comfortable working across time zones and leading remote/offshore teams.
• Ability to work hands‑on and step into support tickets when required.

Required skills

• Experience with support platforms (e.g., email, chat, phone systems).
• Familiarity with SLA management and performance monitoring.
• Data analysis using tools such as Excel or similar.

What we offer

• Direct line to the COO with influence over function evolution.
• Staff discounts and dining vouchers through EatClub.
• Opportunity to shape a high‑potential function in a fast‑growing scale‑up.