Assistant Client Care Manager

Cullen Jewellery; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Staff discounts on fine jewellery

Extra paid leave each year

Sponsorship via Baptist World Aid

Job summary

Cullen Jewellery, a digital-first Australian fine jewellery brand, seeks an Assistant Client Care Manager to support the after-sales team and own key workflows. You will mentor After-Sales Consultants and handle escalations to ensure smooth operations in a fast-paced environment.

Based in Melbourne, you will work Tue-Fri 9am–5pm and Sat 8am–4pm in our Kew Office, focusing on process improvements, coaching, and exceptional client service.

Qualifications

• Proven background in client service, after-sales, or retail support with experience mentoring peers.
• Strong organisational and ticket-management abilities; proficient with CRM systems, email, and portals.
• Excellent written and verbal communication with a proactive approach to resolving escalated client concerns.

Responsibilities

• Take ownership of escalated enquiries and lead the after-sales team in the Manager's absence.
• Perform QC checks on completed jobs, repairs, and appraisals before dispatch, coordinating with jewellers/workshop teams.
• Manage daily rostering, queue allocation, and workflow distribution to maintain SLAs.
• Onboard, train, and mentor team members, providing peer coaching on communication, QC standards, and portal usage.
• Oversee pickups, drop-offs, custom shipping, and ensure accurate documentation including invoices.

Skills

Client service leadership

CRM proficiency

Organisation & ticket management

Communication skills

Mentoring peers

Tools

CRM software

Booking portals

Workflow platforms

Job description

Founded by Jordan Cullen in 2018, Cullen Jewellery is an Australian fine jewellery brand grounded in intention, care, and considered design.

As a digital-first brand, we bring together traditional craftsmanship and modern technology to create pieces designed to endure – in both form and feeling.

From carbon neutral lab-grown diamonds to responsible material choices and global replanting initiatives, every detail reflects Cullen’s long-term perspective.

About the position:

As our full-time permanent, Assistant Client Care Manager, you’ll step up to support in our after-sales team. You’ll keep the day-to-day operations humming, step in to handle trickier client escalations, and mentor our team of After-Sales Consultants. If you’re ready to move beyond standard support, own key workflows, and grow your leadership career with a fast-paced, digital-first brand, we’d love to chat. Working hours are Tuesday - Friday 9am-5pm, and Saturday 8am-4pm, in our Kew Office.

Key responsibilities include:

• Take ownership of escalated enquiries, resolve complex operational cases, and step up to lead the after-sales team in the Manager's absence.
• Conduct routine Quality Control (QC) checks on completed jobs, repairs, and appraisals prior to dispatch, collaborating with jewellers and workshop teams to eliminate process friction.
• Manage daily team rostering, ticket/queue allocation, and workflow distribution across the team to consistently maintain service SLAs.
• Partner with the Client Care Manager to onboard, train, and mentor team members, delivering peer coaching on communication, QC standards, and portal usage.
• Oversee pick-ups, drop-offs, product modifications, and complex shipping/customs logistics while ensuring accurate documentation, including appraisals and tax invoices.

What we are seeking:

• Proven background in client service, after-sales, or retail support, with demonstrated experience acting in a senior, step‑up, or team lead capacity mentoring peers.
• High-level organisational and ticket‑management capability, with proficiency in CRM systems, email, workflow platforms, and booking portals.
• Exceptional written and verbal communication skills with a proactive, empathetic approach to resolving escalated client concerns.
• A flexible, solution‑oriented mindset with the drive to role‑model standards and champion positive change across the team.

What we offer:

• Fast-track your leadership development and expand your horizons as we rapidly scale our footprint.
• Enjoy a supportive, corporate culture in our beautiful, modern Kew office, with convenient parking options available nearby.
• Very generous staff discounts on our fine jewellery, plus a 20% discount for your friends and family.
• An extra week of paid leave every year to support a charity close to your heart.
• Sponsorship of a child in need via Baptist World Aid for every full-time team member who joins our family.