Customer Service Leader — Onshore & Offshore Team

Geared Up Culcha; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Geared Up Culcha in Brisbane is seeking a Customer Service Manager to own the end-to-end customer order experience. You will lead a blended onshore and offshore team, set service standards in NetSuite, and collaborate across the business to ensure customers receive the right product, branded correctly, on time.

The role requires 5+ years in customer service with 2+ years leading a team, plus hands-on NetSuite experience for sales orders and reporting.

Qualifications

• Proven ability to set service standards and track performance.
• Excellent written and spoken communication, with confidence handling escalations.
• Strong attention to detail and structured approach to high order volumes.
• Solid Excel skills for reporting and order analysis.

Responsibilities

• Lead Brisbane and offshore Customer Service Officers, including onboarding and training.
• Allocate workload across inboxes, phones and portal orders to meet service standards.
• Hold regular one-on-ones and team meetings; manage performance and development.
• Build and maintain documented processes the team can follow consistently.
• Set and monitor service standards for response times, order entry accuracy and on-time delivery.
• Oversee orders in NetSuite, flagging risks early and reporting weekly on performance.
• Prepare service and DIFOT reporting for key clients.
• Act as escalation point for complex complaints, delays and order errors.
• Build relationships with key account contacts and their procurement teams.

Skills

Excel reporting

NetSuite

Communication

Detail orientation

Tools

NetSuite

Job description

Geared Up Culcha in Brisbane is seeking a Customer Service Manager to own the end-to-end customer order experience. You will lead a blended onshore and offshore team, set service standards in NetSuite, and collaborate across the business to ensure customers receive the right product, branded correctly, on time.

The role requires 5+ years in customer service with 2+ years leading a team, plus hands-on NetSuite experience for sales orders and reporting.