Customer Service Manager
A mid‐level Customer Service Manager role at Glitch Productions based in Australia.
About Us
Glitch Productions is an independent animation studio based in Australia creating original, long‐form animated shows distributed on YouTube. Our channel has over 18 million subscribers and tens of millions of views per episode. We are known for the IP Digital Circus, which has amassed more than 350 million views on the pilot alone.
Role Information
We are looking for a proactive, organised, and people‐focused Customer Service Manager to lead and enhance our 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.
It will involve leading the Customer Service team, acting as the key point of accountability for customer interactions—including general inquiries, order‐tracking issues, and escalations. You will work closely with internal teams to 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.
Your Duties
* Oversee day‐to‐day coordination of the Customer Service team, including scheduling shifts and managing rosters to ensure appropriate coverage across all support channels.
* Support the onboarding and ongoing training of Customer Service Officers, ensuring team members are equipped with the tools, knowledge, and processes to perform effectively.
* Monitor team performance and outcomes, addressing escalations, complaints, and performance issues in a timely and constructive manner.
* Identify opportunities to improve workflows, tools, and processes, and contribute to the development of clear procedures and best practices.
* 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.
* Respond to customer inquiries across email, support platforms, and social channels with clarity, professionalism, and empathy.
* Monitor response queues to ensure timely handling of all tickets and requests.
* Proactively identify common issues or trends and flag them to the Head of Consumer Products.
* Provide accurate product information, order updates, and troubleshooting guidance to customers.
* Track customer orders, shipping updates, and fulfillment statuses to ensure accurate and timely communication.
* Investigate issues such as missing items, damaged products, or delayed shipments; coordinate with internal teams to resolve them.
* Maintain accurate case records in the customer support system and keep customers updated throughout the process.
* Escalate complex or sensitive cases to the Logistics team as needed.
* Coordinate with warehouse, logistics, and merchandising teams to gather updates on stock, restocks, or product issues.
* Summarize key updates and customer pain points for internal teams to support better operational decisions.
* Follow up on pending items with relevant teams to ensure resolutions stay on track.
* Collect and record customer feedback, recurring complaints, and quality issues related to merchandise.
* Collaborate with production or QA teams to report defects or product concerns raised by customers.
* Track resolutions to ensure customers receive replacements, refunds, or follow‐ups where appropriate.
* Support marketing campaigns by ensuring customer‐facing information (FAQs, product details, shipping timelines) is accurate and up to date.
* Provide customer sentiment insights before and after major merchandise drops or promotions.
* Assist in preparing customer‐facing announcements or updates when service changes occur.
* Execute any other duties or responsibilities reasonably required by the company.
Successful Candidate Will Have
* Experience with Shopify, and familiarity with helpdesk systems such as Zendesk or Gorgias.
* Demonstrated experience leading customer service operations, including managing schedules and rosters.
* Proven ability to hire, onboard, and develop customer service team members.
* Experience in a customer service environment for a business that manages physical products and international shipping.
* Strong stakeholder management and communication skills, with the ability to collaborate across teams.
* Experience working in a remote or distributed team environment.
* Ability to establish and continuously improve customer service processes, standards, and workflows.
* Strong organisational and time‐management skills, and the ability to manage competing priorities in a fast‐paced environment.
Bonus Skills
* Understanding or experience with the arts, animation, gaming, and internet culture.
* Engaging personality and willingness to learn.
* Positive, go‐getter attitude with a passion for making things.
What We Offer
* A flexible work arrangement and schedule, with options for work from home and flexi‐hours.
* Regular company breakfasts and lunches.
* A diverse team that values independent input and career development.
EEO Statement
Glitch Productions welcomes applicants of all races, genders, sexual orientations, gender identities, ages, educational backgrounds, abilities, and experiences. We hire based on skills, passion, and potential, celebrating diverse perspectives that make our team stronger.
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