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Director | Your Growth Partner in Ecommerce Hiring and Beyond | Adding value through Strategic Recruitment
Customer Service Manager – eCommerce - Sydney (Beauty industry).
Altair Recruitment is working with a fast-growing Ecommerce retailer in a beauty space. Our client is on the hunt for a dynamic Customer Service Manager to lead their support function and elevate the experience for both online and retail customers.
This role blends leadership, hands-on problem-solving, and process improvement — perfect for someone who loves driving service excellence while growing a team.
The Opportunity
* Lead, coach, and inspire a customer service team across phone, email, and live chat channels
* Oversee daily workflows, escalations, and ensure empathetic, timely resolutions
* Implement strategies to lift CSAT, NPS, and service quality as the business scales
* Partner closely with eCommerce and operations teams to resolve issues around orders, inventory, and integrations (Shopify/ERP)
* Use platforms such as Gorgias (or similar) to streamline ticketing and workflows
* Monitor and report on service KPIs, while identifying opportunities for automation and efficiency
* Support hiring, onboarding, and development of service team members
* Located in Southern Sydney.
About You
* Proven leadership in customer service (Manager or Team Leader), ideally in eCommerce or retail
* Strong people management skills with a positive, motivating style
* Hands-on with CX tools (Gorgias, Zendesk, Freshdesk or similar)
* Knowledge of Shopify and ERP integrations highly regarded
* Calm, empathetic communicator who thrives in a fast-paced, high-growth environment
Why This Role?
* Shape and scale the customer service function in a business that's growing rapidly
* Join a collaborative, supportive culture with room to make an impact
* Competitive salary plus generous employee discounts and performance bonus
* Professional growth opportunities with a brand that values innovation and continuous improvement
If you're passionate about leading teams, driving service excellence, and making your mark in the eCommerce and beauty space, I'd love to chat.
Reach out to yuliya@altairrecruitment.com.au
Or Apply
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service and Administrative
* Industries
Retail
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