Customer Service Manager

Dineamic; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A leading food company in Melbourne is seeking a Customer Service Manager to lead their passionate team. This hybrid role demands proven experience in customer service, particularly in eCommerce, along with strong leadership and coaching abilities. The successful candidate will optimize tools like Shopify and Gorgias to enhance customer experiences, ensuring every touchpoint resonates with our brand values.

Qualifications

• Proven experience leading customer service teams in eCommerce, food, or FMCG.
• Hands-on approach with genuine passion for people and brand experience.
• Strength in coaching, systems optimisation, and data-driven decision making.

Responsibilities

• Lead, coach, and energise a high-performing service team across multiple channels.
• Manage daily operations to meet response and quality standards.
• Track and report on key customer service metrics.

Skills

Leadership

Coaching

Systems optimisation

Data-driven decision making

Customer service

Tools

Shopify

Gorgias

Job description

Customer Service Manager

We’re looking for a Customer Service Manager to lead the passionate team that brings our brand to life with every customer touchpoint.

You’ll combine empathy, leadership, and operational excellence to ensure every customer feels heard, supported, and inspired to come back for more.

This is a full-time hybrid role located at our HQ in Keysborough, South Yarra office and work-from-home opportunities.

Role Description

Role Description

We’re looking for a Customer Service Manager to lead the passionate team that brings our brand to life with every customer touchpoint.

What you\'ll champion

• Lead, coach and energise a high-performing service team across phone, email, chat and social.
• Create a positive, accountable culture that turns service recovery into brand advocacy.
• Manage daily operations to meet response and quality standards.
• Partner with logistics, warehouse and delivery teams to resolve issues quickly.
• Track and report on key metrics — CSAT, response time, resolution rates, complaint trends.
• Optimise tools like Gorgias and Shopify to drive insight and efficiency.
• Champion customer feedback loops to fuel continuous improvement and retention.
• Collaborate with Marketing, Operations and Product to enhance the overall journey.

Experience that will set you up for success

• Proven experience leading customer service teams in eCommerce, food, or FMCG. Experienced in platforms Shopify and Gorgias essential
• Strength in coaching, systems optimisation and data-driven decision making.
• A hands-on approach with genuine passion for people and brand experience.
• Experienced handling a broad range of customers across every life stage ideal.

Why Join Us

At Dineamic, you’ll join a purpose-led team creating meals that make life easier (and tastier) for thousands of Australians. We care about our people as much as we do our food — with a supportive, energetic culture built on trust, curiosity and progress.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Food & Beverages