Positive. Proactive. Energetic. Accountable.

We’re looking for someone who brings energy, initiative and a genuine can-do attitude to everything they do.

If you’re the type of person who sees a problem and thinks “Yep, I’ll sort it” rather than “That’s not my job”, we want to hear from you!

About us

InXpress helps small to medium businesses simplify their domestic and international shipping through leading carriers including DHL, FedEx, UPS and StarTrack.

We’re a growing InXpress business looking for an energetic, hands-on Customer Service & Operations Manager to take ownership of service delivery, customer experience and day-to-day freight operations across our franchises.

About the role

Reporting directly to the franchise owner, you’ll play a key role in keeping our customers happy, our operations running smoothly and our team performing at its best.

This is a hands-on leadership role where you’ll lead and support our remote/overseas customer service team, set expectations, monitor performance and make sure our customers receive a consistently high level of service.

You’ll also remain actively involved with customers, carriers and shipments — particularly when something needs attention.

We’re looking for someone who takes ownership, gets involved and gets things done.

Your responsibilities will include:

Team leadership: Lead, support and motivate our remote/overseas customer service team, setting clear expectations, priorities and service standards.

Service performance: Monitor response times, follow-ups, accuracy and customer satisfaction, identifying gaps and driving improvements.

Complex escalations: Take ownership of difficult customer and carrier issues, including missed collections, delays and delivery problems.

Hands-on support: Assist with enquiries, shipping quotes,



bookings and carrier selection, particularly during busy periods or with complex shipments.

Processes & training: Identify opportunities to improve workflows and support team and customer training in WebShipX, carrier requirements and shipping procedures.

Customer relationships: Build strong relationships with key customers, resolve recurring concerns and help retain accounts at risk.

Operational follow-through: Make sure important shipments, exceptions and customer commitments are followed up, records remain accurate and recurring issues are identified and reported to the owner.

About you

We’re looking for more than someone who can simply manage a process.

We want a positive, switched-on, approachable and energetic person who brings a genuine can-do attitude to the role.

You’ll be someone who enjoys solving problems, communicates confidently, takes ownership and isn’t afraid to get stuck in. You’ll be comfortable leading a remote team, working across time zones and keeping people accountable while maintaining a positive team environment.

You’ll bring:

- Experience in customer service within freight, logistics or transport, including team leadership or service operations responsibility.

- A strong understanding of domestic and/or international shipping and confidence working with multiple carriers.

- Confidence speaking with customers and carriers over the phone.





- Excellent problem-solving skills and the ability to ask the right questions.

- Strong attention to detail and the ability to manage competing priorities.

- A positive, practical and solutions-focused approach, particularly when things don’t go to plan.

- The confidence and personality to build relationships with customers and lead a remote team.

- The ability to take ownership, follow things through and get results without needing constant direction.

- Confidence using online systems, with CRM (HubSpot) and shipping platform experience an advantage.

- The ability to work independently, lead a remote team and maintain high service standards.

- A quiet, qualified workspace and reliable high-speed internet.

Most importantly, you’ll be:

Positive. Approachable. Proactive. Energetic. Accountable.

You’ll be a natural leader who can motivate people, build trust, set the standard and bring out the best in a remote team.

You won’t sit back waiting for instructions. You’ll spot opportunities, solve problems and make things happen.

What we offer

- Competitive salary superannuation, based on experience.

- A fully remote role with regular weekday hours.

- A supportive team and direct reporting line to the franchise owner.

- Training in our systems, processes and carrier services.

- The opportunity to have a genuine impact on service delivery, improve processes and grow with our business.

How to apply

Please submit your resume and cover letter outlining your customer service, logistics and leadership experience, why this role suits you, and an example of how you have resolved a difficult customer issue or improved a service process.

A cover letter is required. Applications without a cover letter will not be considered.

📌 Customer Service & Operations Manager – Fully Remote (Sydney)
🏢 InXpress Alexandria
📍 Sydney