Customer Service Manager at Brosa

Retail, Customer Service, Full-time, Australia support full-time
Posted 1 months ago

About us

Brosa is one of Australia’s fastest-growing consumer brands, and are proud to be making waves in the $14B home and living industry. We are famous for our uncomplicated and straightforward shopping experience, and we pride ourselves on delivering fantastic customer experiences. Our mission is to make it simple for Australians to create a home they will love.

Founded in Melbourne in 2014, Brosa is backed by Australia’s most prominent and successful Venture Capital funds, including AirTree Ventures and Bailador. We recently closed a $4M round with strategic investors to help fuel our future growth.

Who we are looking for

As the Customer Service Manager, you will be the leader of the Postsale function and pivotal in helping us deliver against our mission: helping customers create a beautiful home effortlessly. As the champion of the customer across all post-sale interactions, you will report to the Chief Financial Officer (CFO). You should feel comfortable leading from the front, while simultaneously relishing the opportunity to roll up your sleeves and join your team in the day-to-day operations of delighting the customer by resolving post-sale issues. You will be an experienced leader with prior roles involving customer service.

You will

  • Day-to-day management of team operations: rostering and allocating workload to best meet inbound volumes and SLAs, tracking performance against KPIs, triaging and prioritising inbound tickets across phone, email, chat and social media
  • Customer champion across post-sale issue resolution (represent the customer in issue resolution to find the best solution within policy framework)
  • Leading, developing, motivating and coaching a committed and high-performing team, both local and offshore
  • Supporting your team in working through outstanding tickets, using this as an opportunity to lead by example, coach your team, and deliver against SLAs
  • Acting as an escalation point for customer issue resolution
  • Stepping up and leading cross-department efforts in championing the customer across Production, Merchandise and the DC
  • Be our customer support ticket system champion (currently using Gorgis) by keeping up to date with new features and introducing new ways we can work with the system
  • Regular reporting and analysis to ensure we are exceeding our SLAs and continually improving performance and efficiency versus our KPIs
  • Analysing customer data to surface insights and drive actions across the broader business
  • Identifying strategic and innovative opportunities to improve our customer experience and operational efficiencies, with the ambition of being famous for offering the best customer experience in Australia


You have

  • 8+ years of experience with a minimum of 3 years leading a high-performing customer service team
  • Experience in a fast-paced, agile environment
  • Proven operational capacity
  • Demonstrated success in identifying opportunities for efficiencies and delivering tangible business improvements
  • Strong analytical capabilities alongside excellent problem-solving and decision-making skills
  • Comfortable diving into the details and doing the doing, not just the thinking
  • Passionate about building and leading high-performance teams
  • Excited to work in a small, agile team with ambitious growth targets
  • Resilience in handling customer complaints and escalations
  • University educated


  • Retail or sales experience
  • Experience in administering a customer support ticketing platform
  • Passion for interiors, design and architecture
  • Previously managed offshore teams
  • Previous experience in a digital-first business


The benefits

At Brosa, we aim to build an exceptional environment to help our team thrive. Our goal is to help our team produce their best work and find enjoyment in their role. We work hard to create an atmosphere that is high on trust, honesty, accountability, commitment and of course, fun. Some additional perks of the role include:

  • Staff Discounts on Brosa products
  • Flexible working arrangements
  • Paid leave on your birthday
  • Free weekly mindfulness practice
  • Regular celebrations and team socials
  • Opportunity to work in one of the fastest-growing companies in Australia
  • Weekly TED-style talks that encourage collaboration and growth amongst team members

We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.