About BABYBOO
BABYBOO is a rapidly scaling Australian fashion eCommerce brand, shipping statement pieces around the world. We exist to empower women to look and feel incredible for their most special moments – from first click to final wear.
We move fast, we back our ideas with data, and we’re obsessed with our customer. With a strong foothold in Australia, the USA, UK and Europe, we’re building a global brand with a loyal, hype-driven community at the core.
The Opportunity
The Senior Customer Service Officer is a key frontline leader responsible for delivering exceptional customer experiences while supporting team capability, operational excellence, and continuous improvement. This role manages complex and high-priority customer interactions, acts as a subject matter expert across customer service systems and processes, and collaborates closely with internal teams to ensure the customer voice influences business decisions.
You will
- Manage and resolve VIP, escalated, and complex customer enquiries with professionalism, empathy, and sound judgement.
- Deliver high-quality, personalised customer communications that reflect the brand’s tone and values.
- Identify recurring customer issues and provide recommendations to improve processes, products, or customer outcomes.
- Act as the primary customer service liaison for product launches, campaigns, and key business initiatives.
- Maintain and share up-to-date product knowledge, FAQs, and customer service resources with the wider team.
- Serve as the team expert for customer service platforms, workflows, automation tools, and best practices.
- Provide coaching, guidance, and onboarding support to team members to improve service quality and consistency.
- Champion innovation, AI adoption, and process improvements that enhance efficiency and customer satisfaction.
You are
- Proven experience in a senior customer service, customer experience, or specialist support role.
- Exceptional written communication skills with the ability to deliver clear, professional, and customer-focused responses.
- Strong experience using customer service platforms such as Gorgias, Zendesk, or similar helpdesk systems.
- Ability to manage complex customer issues and make sound decisions in high-pressure situations.
- Excellent product knowledge management and cross-functional collaboration skills.
- Demonstrated experience coaching, mentoring, or supporting the development of team members.
- Strong problem-solving abilities with a proactive and solutions-focused mindset.
- Interest in technology, automation, and AI, with the ability to identify opportunities for process improvement.
Why You’ll Love Working At BABYBOO
- Real impact: this role has a direct line to our customer, our community and our revenue.
- Growth: we’re on a serious upward trajectory – there’s room to grow your remit as we scale globally.
- Perks: birthday annual leave, parental leave, masterclass subscription, access to BABYBOO Thrive Program providing unique experiences to support our teams physical and mental wellness, 40% staff discount, clothing allowance for three events a year.
- Hybrid: a mix of HQ time for collaboration and home days for deep work.
- Team: a high-energy, supportive team who care about doing great work and having fun along the way.
