Customer Service Manager (with Operations Focus)

Customer Service Manager (with Operations Focus)Get AI-powered advice on this job and more exclusive features.Direct message the job poster from A Man & His CaveFounder & Managing Director | Unforgettable Prize Promotions & Retail Activations for Australia''s Biggest Retail and Trade Brands.About A Man & His CaveA Man & His Cave is one of Australia''s leading man cave and lifestyle brands, supplying premium products nationwide across pool tables, arcade machines, pinball machines, kegerators, furniture, and bar accessories.As the business continues to scale, customer experience and operational excellence are critical. This role is designed to take ownership of our customer facing operations and ensure customers receive a seamless, professional, and consistent experience from first enquiry through to post purchase support.About the RoleWe are seeking a Customer Service Manager with an Operations focus to lead our customer service function while building and optimising the systems, workflows, and processes that support it.This role goes beyond managing tickets and calls. You will own the end to end customer journey, lead the customer service team, drive operational improvements, and work cross functionally with fulfilment, logistics, product, and technology teams to reduce friction and improve outcomes.This is a hands on leadership role with high ownership and clear accountability.Key ResponsibilitiesStrategic & OperationsOwn and continuously improve customer workflows from enquiry to delivery, installation, returns, and after sales supportIdentify bottlenecks, recurring issues, and inefficiencies across customer facing operationsBuild, document, and implement scalable SOPs and service frameworksTrack and report on customer service performance using clear, data driven KPIsDrive continuous improvement initiatives that reduce friction and improve customer outcomesTeam & DeliveryLead, coach, and develop the customer service teamSet clear service standards, expectations, and performance benchmarksloP>Manage escalations and complex customer casesEnsure consistent application of policies and proceduresSupport training and onboarding of customer service staffCross Functional CollaborationPartner with fulfilment, logistics, installers, product, and tech teams to resolve root cause issuesAct as the voice of the customer internallyDrive adoption and optimisation of CRM, ticketing systems, knowledge bases, and reporting toolsImprove communication and information flow between teamsOwn the brand voice and service standards across all customer channelsHandle VIP, sensitive, or high impact customer scenarios when requiredEnsure customer communication is proactive, clear, and aligned with brand valuesWhy Join UsHigh ownership role with real impactClear KPIs and transparent performance structureOpportunity to shape customer operations at scaleDirect access to leadership and decision makingFast growing Australian brand with national reachSeniority levelMid-Senior levelEmployment typeFull-timeIndustriesEntertainment ProvidersLocation: Sydney, New South Wales, Australia#J-18808-Ljbffr

Created: 2026-01-24