Customer Service Manager

Ringers Western; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Job summary

Ringers Western in Surfers Paradise, Queensland, Australia is seeking a Customer Service Manager to lead our team across live chat, email and phone. You will shape the customer experience and act as the voice of the customer across the business.

You'll coach a high-performing team, collaborate with Marketing, Ecommerce, Retail, Product and Operations, and champion AI to drive efficiency and better outcomes for customers and the brand.

Qualifications

• Leadership experience in Customer Service or Customer Experience.
• Strong communication and coaching skills.
• Confidence with KPIs and performance metrics.
• Experience across live chat, email and phone support.
• Willingness to embrace technology and AI.
• High energy and resilience with a can-do attitude.

Responsibilities

• Lead and inspire our Customer Service team to deliver legendary customer experiences.
• Coach, mentor and develop a high-performing team.
• Own our live chat, email and phone support channels.
• Be the voice of the customer across the business, helping shape better products, processes and experiences.
• Work closely with Marketing, Ecommerce, Retail, Product and Operations to drive continuous improvement.
• Champion the use of AI and new technology to improve efficiency and customer outcomes.
• Monitor KPIs, celebrate wins and coach through opportunities.
• Turn challenging customer situations into positive brand moments.

Skills

Leadership

Communication

Coaching

KPIs

Live chat

Phone support

AI

Tools

Live chat systems

Email platforms

Phone systems

Job description

Customer service isn't a department here... it's part of who we are.

At Ringers Western, every conversation is an opportunity to leave someone with a better experience than they expected.

We're looking for an energetic, people-first leader to take ownership of our Customer Service team and help create unforgettable customer experiences. You'll lead our team across live chat, email and phone while becoming the voice of our customers throughout the business.

This isn't a role where you'll sit behind a desk answering emails all day. We want someone who loves people, thrives under pressure, embraces new technology (especially AI), and gets excited about making things better every single day.

If you're the type of leader who sees customer feedback as an opportunity instead of a complaint—we want to meet you.

What you'll be doing

Lead and inspire our Customer Service team to deliver legendary customer experiences.

Coach, mentor and develop a high-performing team.

Own our live chat, email and phone support channels.

Be the voice of the customer across the business, helping shape better products, processes and experiences.

Work closely with Marketing, Ecommerce, Retail, Product and Operations to drive continuous improvement.

Champion the use of AI and new technology to improve efficiency and customer outcomes.

Monitor KPIs, celebrate wins and coach through opportunities.

Turn challenging customer situations into positive brand moments.

Who you are

You genuinely love helping people.

You bring positive energy into every room, stay calm when things get busy and know how to bring out the best in those around you.

You're just as comfortable coaching your team as you are jumping in to solve a complex customer issue yourself.

You're curious, forward-thinking and excited by how AI can help deliver an even better customer experience.

Most importantly—you care. About your team. About our customers. And about making every interaction count.

You'll bring

Leadership experience in Customer Service or Customer Experience.

Strong communication and coaching skills.

Confidence working with KPIs and performance metrics.

Experience across live chat, email and phone support.

A willingness to embrace technology and AI.

Plenty of energy, resilience and a can-do attitude.

Why Ringers Western?

Because no two days are ever the same.

One minute you'll be helping improve a customer journey, the next you'll be collaborating with our product team, supporting a campaign launch or finding a smarter way to use AI to make life easier for both our team and our customers.

You'll be joining one of Australia's fastest-growing lifestyle brands, working alongside passionate people who genuinely care about what they do.

We work hard, celebrate wins, back each other and are always looking for ways to improve.

If you're ready to build a customer experience that people remember, we'd love to hear from you.

Ready to pull on the boots?

Customer Service Manager • Surfers Paradise, Queensland, Australia