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 Fitnessis 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

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.

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📌 Customer Service Manager (City of Gold Coast)
🏢 VERVE Fitness
📍 City of Gold Coast