Customer Service Manager

Bellroy makes things people carry every day, and customers who get in touch are trusting us to look after them with the same care that went into the product. As Customer Service Manager, you’ll make sure the standard of our support holds up across every channel and every team, and that the people delivering it are well led and well equipped.

You’ll own how we check quality and how we lift it. That means running quality assurance that looks at decisions, not just ticket outcomes, and working with team leaders so they lead their teams well. You’ll step in on lower-level escalations, show what calm de-escalation looks like, and turn each one into something the team can learn from. You’ll also run additional training for our in-house crew, and keep managers across the business informed with a regular newsletter, so nobody is working from old news.

Ours is a global support team, so you’ll work across the southern and northern hemispheres, keeping both sides in step. You’ll do this within the direction and standards set by the Customer Support Director. This isn’t a role for someone who patches problems as they surface. It’s for someone who is systems minded, digs into why friction exists, and finds the simpler, more efficient way for customers and for the people supporting them.

exists, thinks about second-order effects, and makes changes that simplify things for customers and for the people supporting them. 

• 5+ years' experience in customer experience, quality, enablement, or customer support leadership - ideally within a multi-channel, high-volume environment, with ecommerce or product brand background a strong bonus
• Proven experience designing and running quality frameworks that focus on decision-making, consistency, and customer outcomes
• Strong coaching capability; you know how to give feedback that builds confidence, skill, and sound judgement
• A deep understanding of tone, language, and emotional context in customer communication  and how each shifts across channels, from a one-to-one email to a public review response
• Experience handling judgement-heavy escalations with care, and using them as a source of learning rather than just resolution
• Experience using qualitative and quantitative inputs together (QA reviews, customer feedback, CSAT/NPS, themes, examples) to guide improvement
• Working familiarity with customer support platforms (ticketing, QA, knowledge bases), enough to know how configuration choices shape agent behaviour and customer outcomes
• The ability to translate brand principles into clear, practical expectations for frontline teams
• You lead from alongside the team, not above it - building trust through proximity rather than authority.
• Clear, thoughtful communication; you can explain not just what's changing, but why

Even if you don't tick every box, if you care about how customers feel at the end of an interaction (and how to make that consistently better) we'd love to hear from you.

• Reviewed customer conversations and identified patterns in tone, clarity, or decision-making that point to a coaching opportunity
• Worked with a team lead to support an agent through a challenging interaction and unpacked what could be done differently next time
• Drafted or refined the response to a high-stakes review or social comment, balancing brand voice with genuine accountability
• Used customer feedback to highlight where policies or processes are unintentionally undermining the experience, and partnered with the right people to address it
• Helped shape onboarding or ongoing learning so it focuses on judgement, not memorisation
• Shared examples of excellent customer interactions to reinforce what "good" looks like in practice

This is a full-time role based in Melbourne. We work in a hybrid way, with flexibility to work remotely day-to-day and in-person collaboration when it matters.