Global Customer Experience Quality & Coaching Manager

Bellroy; Melbourne; Hybrid; AUD 110,000 - 165,000; Full time

Job summary

Bellroy, Melbourne-based, seeks a Customer Service Manager to elevate support across channels and teams. You will lead quality assurance, shape training, and drive consistent, brand-aligned customer outcomes.

This role requires hands-on coaching, system-minded thinking, and cross-team collaboration to reduce friction and raise service standards. Join a global support culture with a focus on learning from escalations, sharing insights, and delivering clearer, kinder interactions.

Qualifications

• 5+ years in customer experience, quality, enablement, or customer support leadership.
• Experience designing quality frameworks focused on decision-making, consistency, and customer outcomes
• Strong coaching capability; you know how to give feedback that builds confidence, skill, and sound judgement
• A deep understanding of tone, language, and emotional context in customer communication and how each shifts across channels
• Experience handling judgement-heavy escalations with care
• Experience using qualitative and quantitative inputs together to guide improvement
• Working familiarity with customer support platforms and how configuration choices shape agent behaviour and customer outcomes
• The ability to translate brand principles into clear, practical expectations for frontline teams
• You lead from alongside the team, not above it - building trust through proximity rather than authority.

Responsibilities

• Reviewed customer conversations and identified patterns in tone, clarity, or decision-making that point to a coaching opportunity
• Worked with a team lead to support an agent through a challenging interaction and unpacked what could be done differently next time
• Drafted or refined the response to a high-stakes review or social comment, balancing brand voice with genuine accountability
• Used customer feedback to highlight where policies or processes are unintentionally undermining the experience, and partnered with the right people to address it
• Helped shape onboarding or ongoing learning so it focuses on judgement, not memorisation
• Shared examples of excellent customer interactions to reinforce what 'good' looks like in practice

Skills

Quality Assurance

Coaching

Multi-channel

Tone & Language

Escalation Handling

QA Analytics

Process Improvement

Brand Voice

Leadership

Cross-functional

Job description

Bellroy, Melbourne-based, seeks a Customer Service Manager to elevate support across channels and teams. You will lead quality assurance, shape training, and drive consistent, brand-aligned customer outcomes.

This role requires hands-on coaching, system-minded thinking, and cross-team collaboration to reduce friction and raise service standards. Join a global support culture with a focus on learning from escalations, sharing insights, and delivering clearer, kinder interactions.