Customer Service Manager
Location: Newcastle, NSW
6 month contract – Full Time (extension to full time ongoing employment will be considered for the right applicant).
At Eadie Lifestyle, we’re passionate about creating meticulously designed homewares and fashion products that are unique, elevated and bring joy to our Customer’s homes and lives.
As we continue to grow, we’re looking for a Customer Service Manager to lead our customer support team, ensuring exceptional service, seamless operations, and continuous improvement.
This role is all about communication, efficiency, and innovation—you’ll be at the heart of enhancing the customer experience, ensuring our systems, processes, and team operate seamlessly. If you’re a proactive problem-solver with experience in customer service, e-commerce operations, and team management, we’d love to hear from you!
How You’ll Make an Impact
As the Customer Service Manager, you’ll play a pivotal role in creating exceptional post-purchase experiences for our customers. You’ll lead a small, high-performing team, assisting to refine our fulfilment processes, and optimise our ecommerce systems to drive efficiency and growth.
Your leadership will ensure that every customer touchpoint—from inquiry to delivery—is seamless, supportive, and memorable.
What You'll Do:
1. Customer Service Excellence: Manage all customer inquiries across email and social media via Gorgias, ensuring fast, empathetic, and effective resolutions, in line with our return policies.
2. Post-Purchase Experience: Identify and implement strategies to enhance the customer journey, from order tracking to returns and proactive communication.
3. Reporting & Insights: Analyse customer service and fulfilment data to identify trends, improve processes, and inform business decisions.
4. Team Leadership: Foster a collaborative, high-energy environment, coaching and motivating your team to deliver their best work. Develop and maintain procedural documentation to ensure clarity and consistency across processes, and take the lead in training and upskilling the wider team on best practices.
5. System Optimisation: Enhance integrations between Shopify & Gorgias and implement AI systems to improve efficiency and reduce workload. An understanding of our inventory management system, Cin7 would be beneficial.
6. Process Improvement: Implement best practices and automation to streamline workflows, reduce errors, and enhance productivity.
7. Showroom Management: Oversee the day-to-day running of our physical showroom, ensuring our Customers are served with warmth and enthusiasm, and that the showroom presentation is always meticulous and beautifully merchandised to represent our brand. Also oversee regular stocktakes and arrange stock transfers.
What You’ll Bring
1. Proven experience in customer service management
2. Strong leadership skills—you know how to motivate, mentor, and support a team.
3. Exceptional problem-solving abilities with a customer-first mindset.
4. Proficiency in ecommerce platforms like Shopify, Gorgias and Cin7 (or a strong ability to learn quickly).
5. Analytical mindset—you use data and insights to drive improvements.
6. A proactive, solutions-focused approach, with the ability to balance strategy and execution.
7. Passion for process optimisation, ensuring efficiency without compromising customer experience.
As a fast-growing Australian lifestyle brand, we’re driven by innovation, quality, and a commitment to heart-led design that our customer’s love.
We believe in pushing boundaries and setting new standards, and we need bold, passionate people to help us do it. At Eadie Lifestyle, we’ve built a high-performing culture that values creativity, innovation, and excellence. Our team is driven by ambitious goals, constantly learning, improving, and pushing boundaries—while having fun along the way. We empower talented individuals to do their best work every day and make a real impact.
What We Offer
1. A culture for growth – Be part of a team that values ambition, creativity, and learning.
2. Career progression – Work in a fast-moving, high-growth environment where your ideas matter.
3. Training & development – Access resources to refine your skills and stay ahead of industry trends.
4. Product perks – Enjoy generous and exclusive employee discounts.
5. A collaborative, high-performing team – Work alongside talented people who are passionate about what they do.
6. At Eadie Lifestyle, you’ll have the freedom to test, optimise, and innovate—because when you grow, we grow.
Seniority level
Mid-Senior level
Employment type
Contract
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