This is a Customer Service Manager role with Glitch Productions based in Australia.
Role Overview
We are looking for a proactive, organised, and people-focused Customer Service Manager to lead and enhance the customer experience. This role is responsible for overseeing day‐to‐day customer support operations, ensuring smooth communication, timely responses, and consistent satisfaction across our online merchandise stores.
You will lead the Customer Service team, acting as the key point of accountability for customer interactions, including general inquiries, order tracking issues, and escalations. Working closely with internal teams, you will drive efficient resolution of customer concerns while continuously improving processes, systems, and service standards.
This role is ideal for someone who enjoys leading and developing teams, communicates clearly, and thrives in a fast‐paced environment where empathy, accountability, and problem‐solving are key.
Team Leadership
1. Oversee day‐to‐day coordination of the Customer Service team, including scheduling shifts and managing team rosters.
2. Support the onboarding and ongoing training of Customer Service Officers.
3. Monitor team performance and outcomes, addressing escalations, complaints, and performance issues.
4. Identify opportunities to improve team workflows, tools, and processes, and contribute to clear procedures and best practices.
5. Collaborate with the Head of Consumer Products to implement improvements and support continuous enhancement of customer service operations, including systems such as the enterprise CMS.
Customer Support & Inquiry Management
6. Respond to customer inquiries across email, support platforms, and social channels with clarity, professionalism, and empathy.
7. Monitor response queues to ensure timely handling of all tickets and requests.
8. Proactively identify common issues or trends and flag them to the Head of Consumer Products.
9. Provide accurate product information, order updates, and troubleshooting guidance to customers.
Order Tracking & Issue Resolution
10. Track customer orders, shipping updates, and fulfillment statuses to ensure accurate and timely communication.
11. Investigate issues such as missing items, damaged products, or delayed shipments; coordinate with internal teams to resolve them.
12. Maintain accurate case records in the customer support system and keep customers updated throughout the process.
13. Escalate complex or sensitive cases to the Logistics team as needed.
Cross-Team Communication
14. Coordinate with warehouse, logistics, and merchandising teams to gather updates on stock, restocks, or product issues.
15. Summarize key updates and customer pain points for internal teams to support better operational decisions.
16. Follow up on pending items with relevant teams to ensure resolutions stay on track.
Quality Assurance & Feedback Tracking
17. Collect and record customer feedback, recurring complaints, and quality issues related to merchandise.
18. Collaborate with the production or QA teams to report defects or product concerns raised by customers.
19. Track resolutions to ensure customers receive replacements, refunds, or follow‐ups where appropriate.
Marketing & Customer Experience Support
20. Support marketing campaigns by ensuring customer‐facing information (FAQs, product details, shipping timelines) is accurate and up to date.
21. Provide customer sentiment insights before and after major merchandise drops or promotions.
22. Assist in preparing customer‐facing announcements or updates when service changes occur.
23. Perform other duties or responsibilities reasonably required by the Company.
A Successful Candidate Will Have
24. Experience with Shopify and familiarity with helpdesk systems such as Zendesk and Gorgias.
25. Demonstrated experience leading customer service operations, managing team schedules and rosters.
26. Proven ability to hire, onboard, and develop customer service team members.
27. Experience working in a customer service environment for a business managing physical products and international shipping.
28. Strong stakeholder management and communication skills.
29. Experience working in a remote or distributed team environment.
30. Ability to establish and continuously improve customer service processes, standards, and workflows.
31. Strong organisational and time‐management skills, managing competing priorities in a fast‐paced environment.
Bonus Skills
32. Understanding or experience with the arts, animation, gaming, or internet culture.
33. Engaging personality and willingness to learn.
34. Positive, go‐getter attitude with a passion for making things.
What We Offer
35. A flexible work arrangement and schedule, with options for work from home and flexi‐hours.
36. Regular company breakfasts and lunches.
37. A diverse team that values independent input and career development.
Our Values
Passion:
First and foremost, every team member has a passion for the work we do and why we do it.
Innovation:
From cobbling together sets in a living room to inventing new pipelines using breakthrough technology, we always push the boundaries of our industry and keep things fresh and exciting.
Teamwork:
Animation takes a big team of incredibly talented people and everyone is always ready to pitch in and lend a hand.
Integrity:
Our integrity is the heart of our core mission.
At Glitch Productions, we're passionate about fostering a diverse and inclusive workplace. We hire based on skills, passion and potential, and celebrate the diverse perspectives that make our team stronger. We welcome people of all races, genders, sexual orientations, gender identities, ages, educational backgrounds, abilities, and experiences.
Key Responsibilities
38. Leading the Customer Service team.
39. Monitoring team performance.
40. Collaborating with internal teams.
Key Strengths
41. Team leadership.
42. Customer support.
43. Order tracking.
44. Experience with Shopify.
45. Stakeholder management.
46. Remote team experience.
Why Glitch Productions is partnering with Hatch on this role.
Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with Glitch Productions not with Hatch.
Please consider applying even if you don't meet 100% of what's outlined.
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