Onsite Customer Service & Installations Manager

VERVE Fitness; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

On-site office

Free onsite parking

AI tools for service

Modern systems

Job summary

VERVE Fitness is seeking a Customer Service Manager to lead our service team at the Upper Coomera office, ensuring delivery, installation and customer happiness. This full-time, on-site role offers real decision authority and a fast-growing environment.

You will manage a team, coordinate installations and deliveries, handle warranty and parts, and work with CRM/ERP tools while leveraging in-house AI features. Australia-wide growth is underway.

Qualifications

• 3+ years leading a customer service, after-sales or service desk team with direct reports.
• Experience coordinating installations, deliveries, field service or trades.
• Calm with frustrated customers and able to say no when needed.
• Comfortable with numbers: response times, case age, project dates, spend against budget.
• CRM/ERP experience (NetSuite, HubSpot, Aircall) and AI tools is a plus.
• Background in fitness equipment or physical products is highly regarded.

Responsibilities

• Lead our customer service team: customer service representatives, a customer success manager, a service technician and two installation technicians.
• Roster to actual call and case volume, allocate cases, and ensure every case has an owner, a status and a next step.
• Own inbound customer contact across phone, email, web and messaging; maintain service standards.
• Own warranty claims, faults, spare parts, returns and credits from first contact to fixed.
• Installations and project delivery: manage fit-out projects, scheduling, freight, and post-delivery follow-up.

Skills

Leadership

Customer service

Data & metrics

CRM familiarity

ERP systems

Tools

NetSuite

HubSpot

Aircall

Job description

VERVE Fitness is seeking a Customer Service Manager to lead our service team at the Upper Coomera office, ensuring delivery, installation and customer happiness. This full-time, on-site role offers real decision authority and a fast-growing environment.

You will manage a team, coordinate installations and deliveries, handle warranty and parts, and work with CRM/ERP tools while leveraging in-house AI features. Australia-wide growth is underway.