What You'll Do
The Customer Interactions Manager leads the Australian customer-facing teams to drive satisfaction, loyalty, and operational excellence. This role balances strategic oversight of customer service (CS) systems and processes with hands‐on management of technical escalations and warranty governance. You are responsible for ensuring a seamless end‐to‐end journey, from technical advice and assembly requirements to complex warranty claim resolution under Australian Consumer Law (ACL).
This role focuses on proactively improving service efficiency, adopting new technologies, and streamlining processes to enhance the customer experience. Working closely with the Customer Interactions Team Leader, the Manager also addresses reactive issues quickly to maintain high service standards. The role requires a balance of strategic foresight and hands‐on problem‐solving to ensure agile, customer‐centric operations. The role also works collaboratively with the Warranty and Workshop Team Leader and the Quality Control Manager to ensure the end‐to‐end provision of Warranty support to customers. Key responsibilities include, but are not limited to:
Leadership, Team Supervision, and Accountability
* Oversee daily operations of the Customer Service, Warranty, and Technical Support teams, ensuring outstanding customer support and optimal team performance.
* Accountable for the daily performance of Customer, Technical Support and Warranty Claim processing.
* Supervise and mentor the Customer Interaction Team Leader to ensure effective team development and accountability.
* Track and analyse Customer Service and Warranty efficiency and operational metrics to maintain high service standards.
* Recruit, onboard, train, and mentor staff, building a culture of excellence, accountability, and continuous professional development.
* Identify, design, and deliver training programs and ongoing coaching to enhance skills, performance, and service standards.
* Manage resource allocation and staffing levels to ensure adequate support coverage at all times.
Customer Service Process Design, System Maintenance, and Strategic Support
* Accountable for the design and implementation of standard operating procedures (SOPs) across the CS and Warranty teams.
* Maintain and integrate CS systems, driving the adoption of new technologies (including AI) to optimise the customer journey.
* Support the optimisation of key business systems including Brightpearl, OFX, and Asana.
* Drive continuous improvements and performance monitoring for all CS‐related platforms.
Customer Experience, Issue Resolution, and Warranty Governance
* Lead complex issue resolution (customer concerns, service failures) with empathy and speed to protect the brand and boost NPS/CSAT.
* Oversee warranty quality, ensuring documentation for high‐risk/ACL cases is accurate and legally defensible.
* Support the Operations Manager by monitoring team health, managing backend logistics, and coordinating 3PL follow‐ups for delivery issues.
* Provide expert technical guidance for CS/Sales; collaborate with the Warranty/Workshop Team Leader on complex enquiries and assembly support.
* Analyse warranty data to identify trends/safety issues, providing structured insights to the Operations Manager and leading knowledge‐sharing across AU/US teams.
* Manage AU supplier claims and OEM forecasting, while developing strategies for packaging and damage mitigation to improve transit safety and set‐up success.
Policy, Reporting, and Continuous Improvement
* Develop, implement, and refine customer service policies, standards, and procedures to drive operational efficiency and customer satisfaction.
* Prepare and analyse regular performance reports, identifying service trends and improvement opportunities.
* Lead continuous improvement initiatives and champion the adoption of new technologies (including AI) to optimise the customer journey.
Collaboration and Integration
* Work closely with Customer Service, Operations, Warranty, Sales, and Logistics teams to ensure a cohesive, high‐quality customer experience.
* Collaborate with management peers to uplift Customer Service capability across the business.
* Actively participate in bi‐monthly meetings with the US Customer Interactions Manager to align service standards, policies, and global best practices.
* Collaborate with Warranty and Workshop Manager (US) to identify technical training and needs for agents, in order to provide optimal customer experience.
Systems, Technology, and Innovation
* Troubleshoot and resolve system access and operational issues across key platforms such as Helpdesk (Freshdesk), Shopify, Brightpearl, HRIS, and logistics systems.
* Drive innovation and stay ahead of industry trends to ensure BikesOnline maintains customer service leadership.
Budget, Reporting and Resource Management
* Support the Australian Operations department's budgeting process, ensuring efficient and strategic resource allocation.
* Analyse and report on customer interaction trends, identify root causes, and provide recommendations to the Operations Manager.
About You
Qualifications & Experience
* A tertiary qualification in commerce, marketing, or business is highly regarded.
* Extensive technical knowledge of bicycle components, parts, and accessories is essential.
* Minimum of three years in a managerial role, ideally within the retail, e‐commerce, or cycling industry.
* Proven experience leading remote‐based teams and supervising call centre environments.
* Proficiency with CRM platforms such as Freshdesk, as well as Shopify, Brightpearl, and inventory systems.
* Strong working knowledge of Australian Consumer Law (ACL) regarding warranties and returns.
Technical & Soft Skills
* High‐level ability to troubleshoot e‐commerce platforms and customer service software.
* Strong analytical skills with the ability to report on trends and operational efficiency.
* Advanced verbal and written English communication skills with the ability to simplify technical jargon for customers.
* Exceptional organisational and multitasking abilities with a high level of attention to detail.
* Critical thinking and problem‐solving skills with a proactive and solution‐focused mindset.
* Ability to remain calm and decisive while working under pressure in an agile environment.
BikesOnline is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.
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