Customer Service Manager

SMAART Recruitment; Sydney; Hybrid; AUD 95,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Quarterly skincare allowance

Generous staff product benefits

Ongoing training & development opportunities

Regular company events

Job summary

A leading beauty and skincare company in Sydney is seeking a Customer Service Team Leader. You will lead a team, manage workflow, and handle client escalations. The ideal candidate should have strong leadership skills, experience in stakeholder management, and a background in beauty or retail. This role offers a competitive salary in a collaborative workplace with a hybrid working model.

Qualifications

• Strong, empathetic leader who can motivate and inspire teams.
• Skilled at stakeholder management and problem-solving.
• Experience creating processes, training and measuring customer satisfaction.
• Background in beauty, skincare, e-commerce or retail is an advantage.

Responsibilities

• Guide and support a customer service team.
• Manage workflow and expectations, acting as a link across operations.
• Handle client escalations with a calm and solutions-focused approach.
• Identify opportunities for process improvement and efficiency.

Skills

Empathetic leadership

Stakeholder management

Problem-solving

Process creation and training

Technical savvy

Tools

HubSpot

Zendesk

Intercom

Job description

Overview

Our client is a leading name in the beauty and skincare industry, supplying premium products to clinics across Australia and New Zealand. This is a leadership role within a customer-centric business with strong growth ahead.

The Role

In this hands-on leadership position, you’ll guide a close-knit customer service team. You’ll run regular check-ins, manage workflow and partner expectations, and act as the link across broader business operations. Coaching and mentoring your team will be central, fostering a culture where staff feel empowered, supported, and set up for success.

You’ll also act as the first point of contact for client escalations, so a calm, empathetic and solutions-focused approach is key. Collaboration will be critical as you work closely with senior stakeholders, while also identifying opportunities for process improvement and greater efficiency.

About You

• A strong, empathetic leader who can motivate and inspire teams
• Skilled at stakeholder management and problem-solving
• Experience creating processes, training and measuring customer satisfaction
• Technically savvy (HubSpot, Zendesk, Intercom experience highly regarded)
• Background in beauty, skincare, e-commerce or retail an advantage

Benefits & Culture

• Competitive salary of A$95,000–A$105,000 + Super + 10% annual performance bonus
• Quarterly skincare allowance & generous staff product benefits
• Hybrid working (1 day from home per week) with parking available onsite
• Collaborative, social workplace with regular company events
• Ongoing training & development opportunities
• St Leonards location, close to public transport

If you’re looking for a leadership role where you can combine people management with a genuine passion for customer experience, we’d love to hear from you.

Apply now or contact Stephanie at [e-mail]

Pay

Base pay range: A$95,000.00/yr - A$105,000.00/yr