Head Of Customer Service

Biopak Pty; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive remuneration

Career growth opportunities

Distributed team collaboration

Job summary

BioPak is seeking a Head of Customer Service to lead a high-performance operation across Australia and the Philippines. Based in Sydney, you will shape a capable team, establish clear expectations and streamlined workflows to deliver a consistently excellent customer experience.

You will drive continuous improvement, manage performance, and collaborate with Sales, Operations and tech to prepare for future automation and strategic growth.

Qualifications

• Experience leading a large customer service or service operations team, ideally 30+ people.
• Experience in high-volume B2B environments such as manufacturing, distribution, FMCG, logistics or similar.
• Proven ability to simplify, standardize and improve service operations.
• Experience leading or working with offshore or distributed teams (Philippines preferred).
• Hands-on operator mindset with strong communication and coaching skills.

Responsibilities

• Lead a customer service team of ~50 across Australia and the Philippines; establish clear roles and performance standards.
• Map and redesign end-to-end service processes to reduce friction and manual work.
• Set and monitor KPIs for response times, accuracy and customer experience; escalate major issues.
• Build a unified, customer-first culture and standard operating rhythms across regions.
• Evolve the role to include automation and broader service strategy over time.

Skills

Leadership

Team building

Operational leadership

People development

Offshore teams

Job description

Head of Customer Service BioPak Pty•Bondi Junction, Australia

Head of Customer Service | Bondi Junction, Sydney

Lead a high-impact customer service operation. Build a brilliant team. Make BioPak the easiest company in our category to work with.

Location: Sydney, with teams across Australia and the Philippines Department: Customer Service Reporting to: Managing Director, Australia Team size: Approximately 50 Customer Service Representatives

At BioPak, we believe sustainable packaging should be simple to choose, easy to access and supported by genuinely outstanding service.

We are a leading provider of sustainable packaging solutions, partnering with businesses across a wide range of industries. As we continue to grow, our ambition is clear: to become the easiest company in our category to do business with.

To make that real, we are looking for an exceptional Head of Customer Service.

This is a highly visible, hands‑on leadership opportunity for someone who thrives in the operational detail, loves developing people and knows how to turn a complex service environment into one that is simple, consistent and customer‑first.

The opportunity

You will lead a customer service team of around 50 people across Australia and the Philippines, including team leaders and frontline representatives.

Your first priority will be to establish strong foundations: a capable and connected team, clear performance expectations, streamlined ways of working and a reliably excellent customer experience.

This is not a role for someone who wants to set strategy from a distance. We are looking for a practical, high‑energy operator who will understand how work is really happening, remove friction, solve problems and lead improvement from the front.

Over time, as the operation becomes stronger and more consistent, the role will grow into broader opportunities across automation, technology, commercial partnership and customer service strategy.

What you’ll do

Build a high‑performing, connected team

• Lead, structure and develop a team of approximately 50 across Australia and the Philippines.
• Create clear roles, responsibilities, service standards and performance expectations.
• Coach and develop team leaders and frontline employees to build capability, accountability and confidence.
• Establish strong operating rhythms, communication practices and day‑to‑day leadership across both regions.
• Build one united, engaged and customer‑focused team, regardless of location.

Simplify and improve service operations

• Dive into the end‑to‑end service operation to understand what works, what does not and where complexity is slowing the team down.
• Map and redesign processes across the order‑to‑cash cycle, removing unnecessary manual work, duplication and friction.
• Create practical, documented and scalable ways of working that enable consistent delivery.
• Strengthen operational controls, performance visibility and continuous‑improvement practices.
• Build the right foundations for future automation by simplifying processes before introducing technology.

Deliver service customers can rely on

• Set, monitor and improve KPIs across response times, order accuracy, resolution, quality and customer experience.
• Create consistency so every customer receives a high‑quality experience, every time.
• Act as the senior escalation point for significant customer issues and ensure they are resolved quickly, professionally and constructively.
• Embed a culture where service excellence is everyone’s responsibility.
• Partner closely with Sales, Operations and other stakeholders to remove customer pain points and improve outcomes.

How the role will evolve

Once the core operation is performing strongly, you will have the opportunity to broaden your remit and shape what comes next.

This may include:

• Partnering with Technology to identify, implement and embed customer service platforms, automation and AI‑enabled tools.
• Supporting customer retention and growth through stronger commercial partnership with Sales.
• Developing a more proactive, externally focused service model that anticipates customer needs.
• Shaping BioPak’s longer‑term customer service vision, capability roadmap and operating model.

You will earn that expanded scope by first building an operation that is reliable, efficient, scalable and loved by customers.

What you’ll bring

You are an experienced service operations leader with a genuine passion for people, process improvement and customer experience.

You will ideally bring:

• Proven experience leading a large customer service, contact centre or service operations team, ideally 30+ people.
• Experience in a high‑volume B2B environment such as manufacturing, distribution, FMCG, logistics or a similarly complex operational setting.
• A strong track record of improving an inefficient or inconsistent service operation and making it simpler, clearer and more reliable.
• Demonstrated capability in day‑to‑day operational leadership, including workforce structure, performance management, coaching and service delivery.
• Experience leading or working closely with offshore or distributed teams; experience with Philippine‑based teams will be highly regarded.
• A practical, sleeves‑rolled‑up leadership style and comfort working directly in the detail.
• The confidence and communication skills to bring people with you through change.
• Curiosity and ambition to grow into technology, automation, commercial partnership and broader strategic leadership over time.

You’ll thrive here if you are

• An operator first — you enjoy getting into the detail and running a disciplined, high‑performing operation.
• A team builder — you create clarity, develop leaders and bring out the best in people.
• A simplifier — you can turn complicated processes into practical, repeatable ways of working.
• Customer obsessed — you believe great service should be dependable, not occasional.
• A confident change leader — you can improve how work gets done while keeping people engaged.
• Growth‑minded — you want to build strong foundations now and grow your impact over time.

This role may not be right for you if

• You prefer to operate primarily at a high‑level strategic or advisory level.
• You are looking for a transformation, technology or commercial strategy role from day one.
• You are not energised by operational detail, day‑to‑day team leadership and hands‑on problem‑solving.

The successful candidate will be someone who sees the opportunity in a critical operation, takes ownership and creates a service experience BioPak customers can depend on.

Why BioPak?

• Take ownership of a critical operation in a purpose‑led, growing business.
• Lead meaningful operational change with the support of an engaged leadership team.
• Build and develop a large, geographically distributed team.
• Have a clear runway to expand your role into automation, commercial partnership and customer service strategy.
• Help accelerate the shift away from conventional packaging and towards more sustainable alternatives.
• Access competitive remuneration and genuine career‑growth opportunities as BioPak continues to scale.

Our commitment to inclusion

BioPak is committed to building a workplace where people feel respected, included and able to do their best work.

We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse communities, LGBTQIA+ people, people of all ages, and people with diverse lived experiences.

We know that diverse perspectives make teams stronger, help us serve our customers better and enable better decisions. If you require adjustments at any stage of the recruitment process, please let us know—we will work with you to provide a fair and accessible experience.