We’re looking for a Customer Service Manager to run our service team and make sure every customer who buys from us ends up delivered, installed and happy.

This role is full time and on site at our Upper Coomera office, Monday to Friday. Please only apply if you can commit to that. No remote or hybrid options available.

VERVE Fitness is a fast-growing Australian manufacturer of commercial gym equipment. We fit out commercial gyms, PT studios, schools, clubs and home gyms across Australia, and we’re launching in the US.

What we offer

- $90,000 – $120,000 + super, depending on experience
- Real decision authority, not a culture of asking permission
- Modern systems with in-house AI tools built for this job
- Light-filled office at Upper Coomera, Miele coffee machine, filtered water, free onsite parking
- A profitable, secure, growing business

About you

- 3+ years leading a customer service, after-sales or service desk team, with direct reports
- Experience coordinating installations, deliveries, field service or trades.
- Calm with frustrated customers, and able to say no when no is the right answer
- Comfortable with numbers: response times, case age, project dates, spend against budget
- Confident with CRM and ERP systems (NetSuite, HubSpot and Aircall an advantage) and comfortable with AI tools

A background in fitness equipment, trades, building or anything physical you’ve had to troubleshoot will be highly regarded.

What you’ll run

1. The team

- Lead our customer service team: customer service representatives, a customer success manager, a service technician and two installation technicians
- Roster to actual call and case volume, allocate cases, and make sure every case has an owner, a status and a next step




- Run weekly one-on-ones, coach on call and email quality, and deal with underperformance early and directly

2. Customer service

- Own all inbound customer contact across phone, email, web and messaging
- Hold our service standards
- Own warranty claims, faults, spare parts, returns and credits, from first contact to fixed

3. Installation and project delivery

- Own commercial fit-out projects from payment to installation: welcome call, site requirements and access, freight booking, staged and split deliveries, installer scheduling, pre-delivery checks and post-install follow-up
- Work with our warehouse, dispatch and sales teams so install dates match stock and freight, and problems get fixed before the customer finds them
- Manage our installation technicians and external installers, and keep the project tracker accurate every day

4. Making it better

- Report monthly on what customers are having issues with, which products are failing, where deliveries and installs go wrong, and what we spent putting things right
- Take the top causes to Operations and Purchasing and get them fixed at the source
- Work with our in-house AI customer service tools and help decide what gets automated next

In office at Upper Coomera, Monday to Friday. Australian work rights required.

HOW TO APPLY

Apply with your resume. Shortlisted applicants may be invited to a video interview so we can get to know you beyond your CV. We'd rather meet more people than judge anyone on a single page.

Please do not call our office, all applications are reviewed and considered, and you will be contacted for next steps if successful.

As part of our pre-employment checks, you may be asked to complete a National Police Check

📌 Customer Service Manager (Upper Coomera)
🏢 VERVE Fitness
📍 Upper Coomera