Customer Service Manager

IN A NUTSHELL…

Bellroy makes things people carry every day, and customers who get in touch are trusting us to look after them with the same care that went into the product. As Customer Service Manager, you’ll make sure the standard of our support holds up across every channel and every team, and that the people delivering it are well led and well equipped.

You’ll own how we check quality and how we lift it. That means running quality assurance that looks at decisions, not just ticket outcomes, and working with team leaders so they lead their teams well. You’ll step in on lower-level escalations, show what calm de-escalation looks like, and turn each one into something the team can learn from. You’ll also run additional training for our in-house crew, and keep managers across the business informed with a regular newsletter, so nobody is working from old news.

Ours is a global support team, so you’ll work across the southern and northern hemispheres, keeping both sides in step. You’ll do this within the direction and standards set by the Customer Support Director. This isn’t a role for someone who patches problems as they surface. It’s for someone who is systems minded, digs into why friction exists, and finds the simpler, more efficient way for customers and for the people supporting them.

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