About the role We’re on the hunt for a product-obsessed customer service professional to join our tight-knit team at Babybee. As our Customer service manager – product specialist, you’ll take ownership of complex product queries, deep-dive into warranty and fault issues, and support our broader customer service team with the insights and tools they need to deliver fast, accurate support. You’ll join a supportive and high-performing team, working alongside two other experienced CS managers to ensure our customers feel heard, supported, and wowed at every stage of their journey. Our values at Babybee We’re a small but mighty team driven by purpose and empathy. We hold ourselves to a high standard, not just in what we deliver, but how we show up for each other and our customers. At Babybee, we: • Know what’s going on – we stay informed and proactive • Get shit done – we’re efficient, resourceful, and results-driven • Own it – we take responsibility for our actions and decisions • Listen to our parents – we use feedback to keep improving • Have a start-up mindset – we embrace adaptability and innovation • Care – we support each other and our customers with empathy If those values align with how you work, you’ll feel right at home. What you'll be doing • Acting as the go-to expert for complex post-sale issues, including faults, part replacements, and technical escalations • Investigating and resolving tricky customer cases with speed, accuracy, and empathy • Creating and maintaining clear, helpful internal documentation, macros, and processes • Analysing trends in product faults and feeding insights back to our Product team to support product improvements • Supporting the CS team with accurate technical advice and guidance • Keeping internal resources and training materials up-to-date • Helping to drive reduction in warranty claims, returns, and avoidable contact • Providing product training and guidance to new and existing CS staff About you You’re practical, technical-minded, and deeply curious about how things work. Whether it’s spotting the root cause of a pram fault or building a better process to help the team troubleshoot faster, you love solving problems. You balance a detail-driven mindset with a caring, solutions-focused approach to customers. We’re looking for someone who is: • Confident working through product faults and warranty claims • Experienced in customer service, with a minimum 2 years in a senior or technical support role • A great communicator - clear, concise, and empathetic • Collaborative, with a team-first mindset • Process-driven with strong documentation and system skills • Proactive and resourceful - you find and fix problems before they escalate • Genuinely excited to support new parents and families through one of life’s biggest transitions Why you’ll love working at Babybee • A growing Australian-owned business with strong values and a loyal customer base • Hybrid work options from our Yarraville HQ and home • Generous staff discounts and paid parental leave • Supportive, tight-knit team environment • Free parking, snacks, and regular team lunches • A chance to make a genuine difference in the lives of Australian families How to apply If this role sounds like a great fit and you’re excited to join the Babybee team, we’d love to hear from you! To apply, please send us: • Your resume outlining your experience and skills • A short cover letter (no more than one page) that tells us: o Why this role excites you o How your experience aligns with what we’re looking for o One example of a time you solved a tricky customer or product issue Please submit your application via email to [email protected] We’re reviewing applications as they come in, so don’t wait to apply. We can’t wait to meet you!