Customer Service Team Leader

Toby's Estate Coffee Roasters; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

Toby's Estate Coffee Roasters in Sydney's Alexandria office seeks a Customer Service Team Leader to unite people, processes and systems to ensure every customer interaction is efficient, accurate and genuinely supportive. This hands-on, fast-paced role spans multiple systems and platforms and drives continuous improvement across teams.

You will lead the Customer Service team, manage escalations, coordinate with sales, warehousing and production, and champion service excellence.

Qualifications

• Experience leading a customer service team.
• Experience in a fast-paced retail/food & beverage / FMCG environment is a plus.
• Strong communication skills with attention to detail and accuracy.
• Understanding of supply chain and logistics is beneficial.

Responsibilities

• Lead, develop and engage the Customer Service team (daily operations).
• Ensure agreed customer service levels and standards are achieved.
• Support the Service Technician team by liaising with Sales on installations and issues.
• Manage escalated customer issues through to resolution.
• Identify opportunities to improve systems, workflows and team capability.
• Support recruitment, onboarding and training for the team.
• Carry out day-to-day customer service activities (orders, invoicing, inquiries).

Skills

People leadership

Customer service

Communication

Problem solving

Time management

Tools

CRM systems

Order processing

Job description

About Us

The story of Toby's Estate began in 1997, in the grungy streets of Woolloomooloo, armed with Mum’s garage, a beat-up coffee roaster and passion on tap, we set out on a wild adventure of business and coffee discovery. Not concerned with the frills of it all, but just that we were consistently consistent in roasting the tastiest coffee we could and treating all the people in our world like family.

Work options:

Hybrid

Thursdays and Fridays - work from home.

About Us

The story of Toby's Estate began in 1997, in the grungy streets of Woolloomooloo, armed with Mum’s garage, a beat-up coffee roaster and passion on tap, we set out on a wild adventure of business and coffee discovery. Not concerned with the frills of it all, but just that we were consistently consistent in roasting the tastiest coffee we could and treating all the people in our world like family.

Fast forward nearly 30 years, we’re a crack team and merry band of misfits united by a common passion for doing amazing things, and at the forefront of pushing the limits of premium specialty coffee.

Why join us as our Customer Service Team Leader?

In this Customer Service Team Leader role, you’ll bring together people, processes, and systems to ensure every customer interaction is efficient, accurate, and genuinely supportive. This is a hands‑on, fast paced role where you'll be working across multiple systems and platforms. You’ll champion continuous improvement, strengthen collaboration across sales, warehousing, production and logistics, and create an environment where your team can deliver their best work every day. You’ll guide daily service operations, resolve issues before they escalated, and help shape how we serve our customers.

Above all, you’re a hands‑on leader who builds capability, drives performance and ensures our customers feel the impact of exceptional service - every time.

What You’ll Be Doing

• Lead, develop and engage the Customer Service team
• Ensure agreed customer service levels and standards are consistently achieved and maintained
• Support the Service Technician team by liaising with the Sales team regarding upcoming installations and troubleshooting machine-related issues
• Manage escalated customer issues through to resolution
• Identify opportunities to improve systems, workflows and team capability
• Support recruitment, onboarding and training for the team
• Carry out day-to-day customer service activities, including processing customer orders, invoicing, credit card transactions and responding to general enquiries

About You

You’ll be a people person with a strong level of people leadership. You enjoy solving problems and get satisfaction from helping things run smoothly behind the scenes. You thrive in a fast-paced environment, and bring a calm, confident energy.

What You’ll Bring

• Previous team leadership experience
• Previous coffee experience and knowledge is beneficial but not essential
• Strong communication skills with high attention to detail and accuracy
• Understanding of supply chain management beneficial with experience in the FMCG industry highly regarded
• Strong organisational skills with the ability to manage multiple priorities and thrive in a fast‑paced environment

You’ll be joining a tight-knit team who share a love for coffee, collaboration, and delivering great customer outcomes. We offer a supportive work environment, opportunities for growth and of course, plenty of great coffee. We also prioritise wellbeing through initiatives like “recharge leave,” giving you an additional five days each year to rest, reset, and refuel.

This is a full-time, permanent Monday to Friday position, 8am - 4pm, based in our Alexandria office, with some hybrid working.