Customer Service Manager

VERVE Fitness; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

On-site office

Free onsite parking

AI tools for service

Modern systems

Job summary

VERVE Fitness is seeking a Customer Service Manager to lead our service team at the Upper Coomera office, ensuring delivery, installation and customer happiness. This full-time, on-site role offers real decision authority and a fast-growing environment.

You will manage a team, coordinate installations and deliveries, handle warranty and parts, and work with CRM/ERP tools while leveraging in-house AI features. Australia-wide growth is underway.

Qualifications

• 3+ years leading a customer service, after-sales or service desk team with direct reports.
• Experience coordinating installations, deliveries, field service or trades.
• Calm with frustrated customers and able to say no when needed.
• Comfortable with numbers: response times, case age, project dates, spend against budget.
• CRM/ERP experience (NetSuite, HubSpot, Aircall) and AI tools is a plus.
• Background in fitness equipment or physical products is highly regarded.

Responsibilities

• Lead our customer service team: customer service representatives, a customer success manager, a service technician and two installation technicians.
• Roster to actual call and case volume, allocate cases, and ensure every case has an owner, a status and a next step.
• Own inbound customer contact across phone, email, web and messaging; maintain service standards.
• Own warranty claims, faults, spare parts, returns and credits from first contact to fixed.
• Installations and project delivery: manage fit-out projects, scheduling, freight, and post-delivery follow-up.

Skills

Leadership

Customer service

Data & metrics

CRM familiarity

ERP systems

Tools

NetSuite

HubSpot

Aircall

Job description

We’re looking for a Customer Service Manager to run our service team and make sure every customer who buys from us ends up delivered, installed and happy.

This role is full time and on site at our Upper Coomera office, Monday to Friday. Please only apply if you can commit to that. No remote or hybrid options available.

VERVE Fitnessis a fast-growing Australian manufacturer of commercial gym equipment. We fit out commercial gyms, PT studios, schools, clubs and home gyms across Australia, and we’re launching in the US.

What we offer

$90,000 – $120,000 + super, depending on experience

Real decision authority, not a culture of asking permission

Modern systems with in-house AI tools built for this job

Light-filled office at Upper Coomera, Miele coffee machine, filtered water, free onsite parking

A profitable, secure, growing business

About you

3+ years leading a customer service, after-sales or service desk team, with direct reports

Experience coordinating installations, deliveries, field service or trades.

Calm with frustrated customers, and able to say no when no is the right answer

Comfortable with numbers: response times, case age, project dates, spend against budget

Confident with CRM and ERP systems (NetSuite, HubSpot and Aircall an advantage) and comfortable with AI tools

A background in fitness equipment, trades, building or anything physical you’ve had to troubleshoot will be highly regarded.

What you’ll run

1. The team

Lead our customer service team: customer service representatives, a customer success manager, a service technician and two installation technicians

Roster to actual call and case volume, allocate cases, and make sure every case has an owner, a status and a next step

Run weekly one-on-ones, coach on call and email quality, and deal with underperformance early and directly

Own all inbound customer contact across phone, email, web and messaging

Hold our service standards

Own warranty claims, faults, spare parts, returns and credits, from first contact to fixed

3. Installation and project delivery

Own commercial fit-out projects from payment to installation: welcome call, site requirements and access, freight booking, staged and split deliveries, installer scheduling, pre-delivery checks and post-install follow-up

Work with our warehouse, dispatch and sales teams so install dates match stock and freight, and problems get fixed before the customer finds them

Manage our installation technicians and external installers, and keep the project tracker accurate every day

4. Making it better

Report monthly on what customers are having issues with, which products are failing, where deliveries and installs go wrong, and what we spent putting things right

Take the top causes to Operations and Purchasing and get them fixed at the source

Work with our in-house AI customer service tools and help decide what gets automated next

On-site at Upper Coomera, Monday to Friday. Australian work rights required.