Our client
is one of Australia's fastest-growing luxury furniture brands, having established a strong reputation for premium quality products and exceptional customer experience. As the business continues to scale, they are investing in their people, systems and processes to ensure they maintain the premium experience that has become synonymous with their brand.
The Role of Customer Service Manager
has been designed to bring experienced leadership into the business and provide ownership of the customer service function. Reporting directly to the founders, you will play a critical role in shaping the future customer experience strategy while remaining hands-on in the day-to-day operation. Initially leading a small team, you will be responsible for creating greater structure, accountability and process consistency as the business continues to grow.
You will act as the escalation point for more complex customer matters, while working closely with logistics, supply chain and operational stakeholders to ensure exceptional outcomes for customers.
Key responsibilities
Leading and developing the customer service function
Managing customer escalations and complex service-related issues
Creating structure, accountability and best-practice processes across the team
Driving continuous improvement initiatives to enhance customer experience
Implementing reporting, metrics and performance visibility
Leading team meetings, coaching and development activities
Working closely with logistics and supply chain teams to resolve customer issues
Supporting future growth plans,



including expansion of local and offshore customer service resources
Leveraging technology and systems to improve efficiency and service outcomes
You will bring
Strong customer service experience, ideally coupled with leadership or management responsibility
Experience operating within rapid-paced, customer-centric environments
Excellent communication and stakeholder management skills
The ability to manage escalations professionally and effectively
A proactive, hands-on and solutions-focused approach
Strong organisational skills and the ability to prioritise competing demands
Experience improving processes and implementing greater structure within a team
A calm and measured approach when dealing with challenging situations
What's On Offer
Opportunity to join a high-growth Australian success story
Newly created leadership role with significant influence and autonomy
Direct exposure to the founders and broader business strategy
Chance to build and develop a customer service function as the business scales
Collaborative, entrepreneurial and fast-paced environment
Career growth opportunities aligned with the company's expansion plans
Competitive salary based on experience+ super
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
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📌 Customer Experience Manager (New South Wales)
🏢 Six Degrees Executive
📍 New South Wales