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Location: Hybrid – Yarraville, VIC office + Work from Home
Type: Full-time
About the role
We're on the hunt for a product-obsessed customer service professional to join our tight-knit team at Babybee. As our Customer service manager – product specialist, you'll take ownership of complex product queries, deep-dive into warranty and fault issues, and support our broader customer service team with the insights and tools they need to deliver fast, accurate support.
You'll join a supportive and high-performing team, working alongside two other experienced CS managers to ensure our customers feel heard, supported, and wowed at every stage of their journey.
Our values at Babybee
We're a small but mighty team driven by purpose and empathy. We hold ourselves to a high standard, not just in what we deliver, but how we show up for each other and our customers.
At Babybee, we:
* Know what's going on – we stay informed and proactive
* Get sh*t done – we're efficient, resourceful, and results-driven
* Own it – we take responsibility for our actions and decisions
* Listen to our parents – we use feedback to keep improving
* Have a start-up mindset – we embrace adaptability and innovation
* Care – we support each other and our customers with empathy
If those values align with how you work, you'll feel right at home.
What you'll be doing
* Acting as the go-to expert for complex post-sale issues, including faults, part replacements, and technical escalations
* Investigating and resolving tricky customer cases with speed, accuracy, and empathy
* Creating and maintaining clear, helpful internal documentation, macros, and processes
* Analysing trends in product faults and feeding insights back to our Product team to support product improvements
* Supporting the CS team with accurate technical advice and guidance
* Keeping internal resources and training materials up-to-date
* Helping to drive reduction in warranty claims, returns, and avoidable contact
* Providing product training and guidance to new and existing CS staff
About you
You're practical, technical-minded, and deeply curious about how things work. Whether it's spotting the root cause of a pram fault or building a better process to help the team troubleshoot faster, you love solving problems. You balance a detail-driven mindset with a caring, solutions-focused approach to customers.
We're looking for someone who is:
* Confident working through product faults and warranty claims
* Experienced in customer service, with a minimum 2 years in a senior or technical support role
* A great communicator - clear, concise, and empathetic
* Collaborative, with a team-first mindset
* Process-driven with strong documentation and system skills
* Proactive and resourceful - you find and fix problems before they escalate
* Genuinely excited to support new parents and families through one of life's biggest transitions
Why you'll love working at Babybee
* A growing Australian-owned business with strong values and a loyal customer base
* Hybrid work options from our Yarraville HQ and home
* Generous staff discounts and paid parental leave
* Supportive, tight-knit team environment
* Free parking, snacks, and regular team lunches
* A chance to make a genuine difference in the lives of Australian families
How to apply
If this role sounds like a great fit and you're excited to join the Babybee team, we'd love to hear from you
To apply, please send us:
* Your resume outlining your experience and skills
* A short cover letter (no more than one page) that tells us:
* Why this role excites you
* How your experience aligns with what we're looking for
* One example of a time you solved a tricky customer or product issue
Please submit your application via email to brad@babybeeonline.com
We're reviewing applications as they come in, so don't wait to apply. We can't wait to meet you
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Part-time
* Industries
Manufacturing
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