Next Level Racing & Pagnian Advanced Simulation
Bundall, QLD | Full-time
Next Level Racing® is the world’s leading simulation brand, supplying professional-grade racing and flight simulation equipment to customers in over 58 countries. Alongside our retail arm, Pagnian Advanced Simulation, we operate one of the largest and fastest-growing e-commerce and showroom operations in the category based on the Gold Coast.
We’re now looking for an experienced Customer Service Manager to lead and scale our support operation as the business continues to grow globally.
This role is not about ticking boxes — it’s about building a world-class service experience that matches the quality of our products.
The Role
You will own the entire customer service function across both Next Level Racing (global B2B & D2C) and Pagnian (Australia’s leading sim racing retailer).
You’ll lead a growing team, improve systems and response times, and ensure customers receive fast, knowledgeable, and high-quality support across email, tickets, live chat, social media, phone, and marketplaces.
You will be expected to run this like a high-performance operation, not a call centre.
Key Responsibilities
Customer Experience Leadership
* Own end-to-end customer experience across all channels
* Set service standards, tone of voice, and response quality
* Ensure customers feel looked after, even when things go wrong
Team Management
* Lead, coach, and develop the customer service team
* Set KPIs for response time, resolution time, Sales, CSAT, and quality
* Build training and onboarding processes
* Drive accountability and performance
Systems & Process
* Own ticketing platforms (e.g. Zendesk, Freshdesk, etc)
* Improve workflows, macros, automations, and escalation paths
* Ensure nothing falls through the cracks
Order & Logistics Support
* Work closely with the warehouse and operations teams
* Manage shipping delays, stock issues, tracking, and backorders
* Ensure customers are proactively updated
Reputation Management
* Monitor Trustpilot, Google, Amazon, and social reviews
* Lead recovery for unhappy customers
* Turn complaints into loyalty
Reporting & Insights
* Track volume, wait times, resolution rates, and feedback
* Identify trends and issues to feed back into Operations, Product and Marketing
What We’re Looking For
We are looking for someone who has run a real customer service operation, not just worked in one.
You should have:
* 5+ years of experience in customer service leadership (e-commerce, tech, or consumer products ideal)
* Experience managing teams and performance KPIs
* Strong written and verbal communication
* Calm, confident, and solutions-driven mindset
* Close attention to detail and follow-through
* Experience handling escalations and difficult situations
* Ability to work cross-functionally with warehouse, marketing, sales, and product teams
Bonus points if you have:
* Experience with Zendesk, Gorgias, Shopify, Amazon, or similar
* Experience in retail, gaming, tech, or hardware brands
Why Join Us
* Work with a globally recognised premium brand
* Influence how thousands of customers experience our products
* Be part of a fast-growing, ambitious team
* New Gold Coast HQ and showroom
* Real opportunity to build and scale something meaningful
How to Apply
Apply via Seek with your resume and a short cover letter explaining:
* The size of the team you’ve managed
* What customer service metrics did you owned
* One example of how you improved a support operation