The Horse is a curated collection of leather lifestyle goods, owned and operated by founders Scott and Amy Hawkes, and based in Sydney, Australia.
Established in ****, Horse began as a leather footwear label built on a commitment to quality craftsmanship and timeless design.
The brand gained early recognition for its well-made, understated styles and has continued to evolve while remaining true to its original design philosophy.
Today, Horse operates as a global e-commerce brand offering a range of lifestyle goods, supported by a small and dedicated team.
The business is focused on creating classic, enduring products designed to transcend seasonal trends, while continuing to strengthen and scale its internal operations to support ongoing growth.
About the Role
The Customer Service Lead is responsible for owning and elevating The Horses's customer service function as a standalone department.
This role will consolidate customer service operations, drive consistent standards, and ensure the customer experience is delivered seamlessly across the business.
Based in ourKiraweeoffice, you will lead a small offshore customer service team (twodirect reports based in the Philippines), while working closely with internal stakeholders to embed strong processes, accountability, and continuous improvement.
This role is ideal for someone who has recently stepped into a leadership position and is looking to grow with a scaling organisation.
About You
1–2 years' experience in an e-commerce, retail or customer service environment
Experience stepping into a team lead, senior, or acting-lead capacity
Comfortable managing and supporting offshore team members




Strong organisational skills with a process-driven mindset
Confident communicator who can collaborate across teams
Naturally takes ownership and enjoys building structure where needed
Motivated by growth, learning, and being part of a scaling business
Calm, solutions-focused, and customer-centric in approach
Key Responsibilities
Own the end-to-end customer service function for The Horse
Lead, coach, and support two direct reports based in the Philippines
Establish and maintain customer service standards, SLAs, and best practices
Review, audit, and improve existing customer service processes and workflows
Ensure customer service responsibilities are clearly defined in-house and not dispersed across other teams
Monitor performance, quality, and customer satisfaction metrics
Identify recurring issues and work cross-functionally to resolve root causes
Support onboarding, training, and capability uplift within the customer service team
Act as a point of escalation for complex customer matters when required
Contribute to the ongoing growth and maturity of the function as the business scales
Fun, small team setting
Modern Offices
Onsite Parking
Staff Discounts
Loved Australian Brand
Opportunity to be involved in a globally growing business
Opportunities for career growth in a scaling organisation
This is an outstanding opportunity for a driven professional looking to elevate their leadership and impact on a growing organisation, while remaining hands-on and deeply involved in the day-to-day operations.
Please attach your CV (of no more than two pages) to an email in which you set out specific career achievements and experience that match our requirements.
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📌 Customer Service Team Lead (New South Wales)
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