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!
