Customer Support & Inbound Channels Manager

Job Description

Location: Head Office, Avalon Beach, New South Wales, Hybrid Role Working Hours: Monday to Friday Reports to: Customer Service Director / Operations Manager The Role You Could Play: As theCustomer Support & Inbound Channels Manager atASTON BRIDAL , you will be at the forefront of shaping the customer service experience for our clients, ensuring that every interaction is bespoke, personal, and reflective of our high standards. You will oversee the inbound customer care teams across phone, email, and live chat, leading a small team of dedicated professionals who are passionate about providing expert advice and assistance to our customers. Your role will combine strategic leadership with hands-on management to deliver exceptional service, optimize operational efficiency, and drive a high-performance culture. You will guide your team to meet and exceed customer expectations, all while ensuring alignment with business goals. Your leadership will be instrumental in creating seamless communication across all touchpoints, supporting our mission to deliver an extraordinary bridal experience. What You Will Bring: Leadership Expertise: You’ll have proven experience in leading large inbound customer service teams, ideally withinretail, fashion, or luxury bridal environments. You’ll be adept at developing a high-performance team, ensuring that each team member has the support, training, and tools needed to succeed. Customer-Focused Strategy: You will have a passion for creating customer-centric processes that elevate the overall experience, ensuring our team consistently delivers a personalized and engaging service to every customer. From handling inquiries about bridal collections and bespoke orders to resolving delivery issues, your focus will be on making each touchpoint flawless. Operational Excellence: You will bring a strategic mindset to managing day-to-day operations, using data and performance metrics to drive continuous improvement. Your role will involve optimizing team rosters, ensuring resource allocation is efficient, and overseeing the workflow to handle volume fluctuations while maintaining service standards. Problem-Solving and Innovation: You will approach challenges with creative problem-solving, finding new ways to improve both customer satisfaction and operational efficiency. Whether it's troubleshooting technical issues, offering bespoke solutions, or refining team processes, you’ll ensure every issue is addressed quickly and effectively. Key Responsibilities: Lead, manage, and coach the inbound customer support team across multiple channels, includingphone ,email , andlive chat , ensuring every interaction is of the highest quality. Foster a customer-first culture that reflects the premium nature ofASTON BRIDAL , ensuring the team is empowered to go above and beyond to exceed customer expectations. Analyze customer service data to identify trends, optimize team performance, and create actionable insights that will improve the customer experience. Oversee the day-to-day operations of the inbound channels, ensuring that team members are meeting key performance indicators (KPIs) and that service levels are maintained. Handle escalated issues and complex customer queries, ensuring timely and effective resolution while maintaining high levels of customer satisfaction. Collaborate with internal teams (Marketing, Sales, Operations) to align customer service strategies with broader company objectives, creating a seamless customer journey. Drive the continuous improvement of customer service processes, from initial inquiry through to post-purchase support. Ensure that customer service systems and tools are effectively utilized and optimized to streamline communication and enhance the customer experience. Develop training and development programs to ensure your team stays up-to-date with product knowledge and service standards. What We Are Looking For: Experience in a leadership role withincustomer service , ideally in theretail, bridal, or fashion industry . Exceptional communication skills , with the ability to engage customers professionally and empathetically across different channels (phone, email, live chat). Proven leadership abilities with a hands-on approach to coaching, motivating, and developing a diverse team. Strongproblem-solving skills and the ability to manage complex customer inquiries and escalate appropriately. Ability toanalyze data and use insights to drive improvements in customer service performance. Acustomer-obsessed mindset , always aiming to enhance the experience for every bride and customer. Operational savvy with experience managing team rosters, schedules, and customer service workflows. Tech-savvy with familiarity in using customer service tools like Zendesk, Salesforce, or similar platforms. Adaptability and ability to thrive in a fast-paced, growing business environment. The Perks: Growth Opportunities within a fast-expanding bridal company. Monday to Friday work schedule, ensuring a healthy work-life balance, likely hybrid work from home, long term arrangement. Collaborative and supportive team culture where you’ll have the chance to shape the future of bridal customer service. Travel opportunities for training, events, and company initiatives. A chance to be part of a high-end bridal brand known for its customer service excellence and dedication to creating memorable bridal experiences. Only successful candidates will be contacted. Thank you for your time. #J-18808-Ljbffr