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Join a fast-growing animal health company helping horses and dogs live healthier lives
Senior leadership role with real operational ownership of the customer service function
Opportunity to build and scale a best-in-class, global customer service operation
Work directly with the COO and executive leadership team
About Poseidon Animal Health
Poseidon Animal Health (PAH) is driven by a simple mission: helping horses and dogs thrive and live the healthiest lives possible. We are passionate about empowering pet owners with the knowledge, support, and products they need to make the best decisions for their animals.
Customer service is at the heart of everything we do. As we continue to grow, we are looking for a passionate senior leader to shape and scale our customer experience function and ensure we deliver a world-class service experience to our customers and partners.
The Opportunity
Reporting directly to the Chief Operating Officer (COO), the Head of Customer Service will lead the strategy, performance, and development of the customer service function. This role is responsible for delivering exceptional end-to-end customer experiences while building scalable systems, processes, and teams to support the company's growth.
You will work cross-functionally with operations, sales, logistics, and product teams to drive operational excellence and ensure our customer service capabilities continue to evolve with the business.
In this role you will also represent the Voice of the Customers internally, sharing their insights to the Sales, Marketing, Technical teams.
About the role
The focus of this role is to lead excellence in customer service and represent the company's values and integrity as our #1 point of contact for all sales and customer enquiries.
Key responsibilities include:
* Lead and manage the customer service function, ensuring high performance and service excellence
* Acting as escalation point for complex or sensitive customer matters
* Build, coach and develop a high-performing customer service team
* Oversee onboarding and training of new customer service team members to ensure consistent service standards
* Develop and implement scalable systems, processes, and service standards
* Establish and manage customer service KPIs, reporting, and performance improvement initiatives
* Act as the voice of the customer across the organization
* Partner with operations, logistics, and sales to improve customer experience
* Identify opportunities to improve efficiency, service quality, and customer satisfaction
* Managing our social media agency and partners, and leveraging the marketing team to grow our organic social media engagement
Why Join Poseidon Animal Health?
* Make a real impact – Lead and shape the customer service function in a fast-growing animal health company
* Supportive and collaborative culture – Work alongside an experienced, passionate team that values collaboration, trust, and shared success.
* Build and lead – Take ownership of systems, processes, and team development with the autonomy to create a best-in-class customer experience
* Work closely with leadership – Partner directly with the COO and executive team to drive operational excellence and growth
To be successful in this role you will have:
* Minimum 5+ years' experience in customer service, including at least 2 years in a team leadership role
* Proven experience leading customer service or customer experience functions in a high-volume, service-based environment
* Strong operational leadership skills, with demonstrated experience improving systems, workflows, and service processes
* Experience establishing and managing KPIs, service metrics, and performance improvement initiatives
* Demonstrated ability to build dashboards and reporting frameworks to improve workflow visibility and operational efficiency
* Proven ability to build, coach, and lead high-performing teams in a growing business environment
* Strong communication, stakeholder management, and cross-functional collaboration skills
* Hands-on leadership style, able to balance strategic thinking with day-to-day operational execution
* Emotional resilience and confidence managing escalations and complex customer situations
* Digital native, with strong working knowledge of platforms such as Gorgias, Shopify, and Asana
How to Apply
How to Apply
If you are a customer service leader who is passionate about delivering exceptional customer experiences and building high-performing teams, we would love to hear from you.
Join Poseidon Animal Health and play a key role in shaping how we support veterinarians, pet owners, and retail partners while helping horses and dogs live healthier lives.
Apply now with your CV and a short cover letter outlining your experience and interest in the role.
Insights
Hirer responsiveness Salary match Number of applicants
Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as a Head of Customer Service?
* Do you have customer service experience?
* Do you have experience managing teams remotely?
* What's your expected annual base salary?
* How much notice are you required to give your current employer?
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.
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