National Customer Service Manager
Full-time | Yarraville, Melbourne |Reports to the General Manager
$100,000 – $120,000 + superannuation
Hello,
nice to meet you.
We promise this isn’t just another job ad. Well, it is —
but with a difference. We’re searching for an experienced Customer Service
leader to take ownership of a function that sits at the heart of our business:
leading our CS team, owning our warranty function, and ensuring the voice of
the customer shapes every decision we make.
You’ll report directly to our General Manager, hold a
genuine seat on the leadership team, and work hand-in-hand with Product,
Operations and Marketing. This isn’t a role for someone who keeps the queue
moving — it’s for a leader who builds capability, sharpens systems, and turns
customer insight into better products.
About us
Babybee Group is a best-in-class, ecommerce-first
omni-channel retailer — home to two of Australia’s fastest-growing brands,
Babybee and Milly + Coup. We’re proudly Australian-owned, and our mission is
simple: to make parent life better — less stressful, more stylish and more fun.
We operate across ecommerce, retail, expos and product
development, and we hold ourselves to a high standard in all of it. We’re a
small but mighty team with big ambitions (growing faster than a toddler on a
growth spurt) — and we’re building this business to be the benchmark, not the
follower.
Why this
role exists
Scaling an omni-channel business means more customers,
more channels, and higher stakes when something goes wrong — because when a
parent depends on your product, service isn’t a cost centre, it’s the brand.
We’re looking for a leader who treats customer service as a competitive
advantage and makes every interaction count.
What
you’ll own
-
Team leadership (your
anchor) — lead, coach and develop a
capable team of 3–4. Set clear standards, build technical capability, and
create a culture of ownership and continuous improvement.
-
Service performance — CSAT, response and resolution times, backlog, quality and
productivity — across both brands, every channel.
-
The warranty function — commercially balanced decisions on complex product
issues, and partnership with Product and our manufacturing teams to fix
recurring faults at the source. Nothing gets resolved by guesswork — you get to
root cause.
-
Continuous improvement —
better systems, workflows and customer
communications — including smart use of AI and automation to reduce customer
effort and warranty cost.
One honest note: this isn’t a purely desk-based
leadership role. From time to time you’ll be hands-on — inspecting returned
products, investigating faults and working alongside your team to find the
right customer outcome.
You’ll
thrive here if you…
- Enjoy leading and
developing people — and hold a high bar with warmth
- Think beyond individual
tickets to the overall customer experience
- Balance empathy with
commercial judgement
- Are naturally curious about
how products work, and enjoy investigating and solving technical problems
- Like influencing change
across Product, Operations and Marketing
- Embrace AI, automation and
smarter ways of working
What
you’ll bring
- A “get the Right Sh*t done”
mindset — you don’t wait for direction, and you focus where it matters most
- Proven experience leading
and developing a Customer Service team
- A track record of improving
service performance — not just maintaining it
- Hands-on experience with
warranties, technical support or physical consumer products
- A background in ecommerce,
retail or consumer goods
Why
you’ll love working at Babybee
- Report directly to the
General Manager, with a genuine seat at the leadership table
- Proudly Australian-owned,
female founder-led business with a loyal customer base
- Generous staff discounts
across Babybee and Milly + Coup, plus paid parental leave
- Free parking, snacks, and
regular team lunches or drinks
- A supportive, close-knit
team culture — and the chance to make a real difference in the lives of
Australian families
Our
values
Our values guide everything we do:
- We know what’s going on
- We get the Right Sh*t done
- We own it
- We listen to our parents
- We have a start-up mindset
- We care
If those values resonate with you, you’ll fit right in.
How to
apply
Send your CV plus a short note to brad@babybeeonline.com
— no cover-letter essay required — telling us two things:
- One customer service metric
you materially improved, and how you did it
- A product or warranty issue
you personally got to the root cause of
We review applications as they arrive — so if you’re a
Customer Service leader who wants to see the direct impact of your work, don’t
wait for a closing date.
