Head of Customer Service

We’re looking for an experienced Head of Customer Service to lead and evolve our global customer service function across multiple consumer brands.

This is a senior, hands-on leadership role for someone who has built, scaled, and optimised customer service teams and systems before—and who understands that exceptional customer experience is not a support function, it’s a brand pillar.

You will own the end-to-end customer service operation across Shopify, TikTok Shop and emerging channels, overseeing agents in Australia and the USA, while designing intelligent, AI-enabled processes that drive efficiency without compromising care.

What You’ll Be Responsible For

• Own the entire customer service ecosystem across all brands and sales channels
• Lead and develop customer service teams across Australia and the USA
• Design, implement and continuously refine Zendesk workflows, automations and reporting
• Build and optimise AI-driven customer service processes (chat, triage, macros, intent routing, QA, analytics)
• Ensure customer satisfaction, loyalty and retention remain central to every decision
• Create clear SOPs, escalation paths, tone-of-voice guidelines and service standards
• Partner with e-commerce, marketing and operations teams to resolve systemic issues—not just tickets
• Oversee performance metrics including CSAT, response times, resolution rates and cost efficiency
• Manage service across Shopify, TikTok Shop, subscriptions, returns, fulfilment and post-purchase experience
• Anticipate scale and complexity as brands grow globallyWhat We’re Looking For

• Proven experience in a senior customer service leadership role (Head of CS, CS Director, or equivalent)
• Deep, hands-on experience with Zendesk (this is non-negotiable)
• Demonstrated success in building processes that leverage AI to improve speed, accuracy and team efficiency
• Experience managing multi-brand and multi-market customer service operations
• Strong understanding of e-commerce customer journeys, particularly Shopify
• Experience leading remote and international teams
• A strategic mindset paired with operational excellence—you can zoom out and dive in
• Calm, confident leadership style with high standards and empathy
• Experience with TikTok Shop is a bonus, not essentialWhy This Role MattersCustomer service sits at the heart of our brands.How we respond, resolve, and communicate directly impacts trust, loyalty and lifetime value.

This role isn’t about firefighting tickets—it’s about building a world-class customer experience engine that scales intelligently, feels human, and reflects the quality of our brands.

The Opportunity

• Senior leadership role with real influence across multiple fast-growing brands
• Autonomy to design systems, processes and team structure properly
• Work with modern tools and AI-first thinking
• Global scope with tangible impact on brand perception and customer loyalty