About the role

We’re on the hunt for a product-obsessed customer service professional to join our tight-knit team at Babybee. As our Customer service manager – product specialist, you’ll take ownership of complex product queries, deep-dive into warranty and fault issues, and support our broader customer service team with the insights and tools they need to deliver fast, accurate support.

You’ll join a supportive and high-performing team, working alongside two other experienced CS managers to ensure our customers feel heard, supported, and wowed at every stage of their journey.

Our values at Babybee

We’re a small but mighty team driven by purpose and empathy. We hold ourselves to a high standard, not just in what we deliver, but how we show up for each other and our customers.

At Babybee, we:

• Know what’s going on – we stay informed and proactive

• Get shit done – we’re efficient, resourceful, and results-driven

• Own it – we take responsibility for our actions and decisions

• Listen to our parents – we use feedback to keep improving

• Have a start-up mindset – we embrace adaptability and innovation

• Care – we support each other and our customers with empathy

If those values align with how you work, you’ll feel right at home.

What you'll be doing

• Acting as the go-to expert for complex post-sale issues, including faults, part replacements, and technical escalations

• Investigating and resolving tricky customer cases with speed, accuracy, and empathy

• Creating and maintaining clear, helpful internal documentation, macros, and processes

• Analysing trends in product faults and feeding insights back to our Product team to support product improvements

• Supporting the CS team with accurate technical advice and guidance

• Keeping internal resources and training materials up-to-date

• Helping to drive reduction in warranty claims, returns, and avoidable contact

• Providing product training and guidance to new and existing CS staff

About you

You’re practical, technical-minded, and deeply curious about how things work. Whether it’s spotting the root cause of a pram fault or building a better process to help the team troubleshoot faster, you love solving problems. You balance a detail-driven mindset with a caring, solutions-focused approach to customers.

We’re looking for someone who is:

• Confident working through product faults and warranty claims

• Experienced in customer service, with a minimum 2 years in a senior or technical support role

• A great communicator - clear, concise, and empathetic

• Collaborative, with a team-first mindset

• Process-driven with strong documentation and system skills

• Proactive and resourceful - you find and fix problems before they escalate

• Genuinely excited to support new parents and families through one of life’s biggest transitions

Why you’ll love working at Babybee

• A growing Australian-owned business with strong values and a loyal customer base

• Hybrid work options from our Yarraville HQ and home

• Generous staff discounts and paid parental leave

• Supportive, tight-knit team environment

• Free parking, snacks, and regular team lunches

• A chance to make a genuine difference in the lives of Australian families

How to apply

If this role sounds like a great fit and you’re excited to join the Babybee team, we’d love to hear from you!

To apply, please send us:

• Your resume outlining your experience and skills

• A short cover letter (no more than one page) that tells us:

o Why this role excites you

o How your experience aligns with what we’re looking for

o One example of a time you solved a tricky customer or product issue

Please submit your application via email to brad@babybeeonline.com

We’re reviewing applications as they come in, so don’t wait to apply. We can’t wait to meet you!

Babybee Prams Pty Ltd

Company Overview