Head of Customer Service — Scale & Delight Operations

BioPak; Waverley Council; On-site; AUD 180,000 - 240,000; Full time

Job summary

BioPak is seeking a Head of Customer Service in Sydney to lead a high-impact, hands-on operation. You will manage a ~50-person team across Australia and the Philippines, setting clear standards and continuously improving the customer experience.

The role focuses on building strong foundations, removing friction, and delivering a reliable, scalable service. You will evolve toward automation, partnerships, and broader service strategy over time.

Qualifications

• Proven track record leading large customer service teams.
• Experience in high-volume B2B operations.
• Ability to simplify complex service environments.

Responsibilities

• Lead a ~50-person customer service team across regions (Australia & Philippines).
• Set clear performance standards, roles and responsibilities.
• Coach leaders and frontline staff to build capability and accountability.
• Establish operating rhythms and cross-region collaboration.
• Drive end-to-end service improvements and automation readiness.

Skills

Leadership

People development

Operational excellence

Stakeholder management

Change leadership

Education

Bachelor's degree in Business/Operations

Tools

CRM systems

Data dashboards

Job description

BioPak is seeking a Head of Customer Service in Sydney to lead a high-impact, hands-on operation. You will manage a ~50-person team across Australia and the Philippines, setting clear standards and continuously improving the customer experience.

The role focuses on building strong foundations, removing friction, and delivering a reliable, scalable service. You will evolve toward automation, partnerships, and broader service strategy over time.