Customer Operations Lead

IN A NUTSHELL…

Bellroy makes things people carry every day and customers who reach out are trusting us to look after them with the same care that went into the product. As Customer Operations Lead, you'll make sure the systems, processes, and knowledge behind our support holds up to honour that trust — not just today, but as we scale.

You’ll lead the operational backbone of the function: how work flows across channels, how systems and automations are configured, how knowledge is maintained, and how information moves reliably between teams and partners. You’ll do this within the strategic direction and standards set by the Customer Support Director, ensuring execution is scalable, well-governed, and grounded in real-world use.

This isn't a role for someone who patches problems as they surface. It's for someone who digs into why friction exists, thinks carefully about second-order effects, and makes changes that genuinely simplify things — for customers and for the people supporting them.

You’ll collaborate closely with the Customer Support Director, frontline teams, Technology, Finance, and external providers to translate strategy into well-executed operational process and change.

 

YOU COULD BE THE ONE IF YOU HAVE…

• 5+ years’ experience in customer service operations or a similar role within a multi-channel, high-volume environment — background in an ecommerce brand is a strong bonus
• A track record of improving how support operates in practice (e.g. reviewing workflows, refining automations, strengthening operational controls)
• Hands-on experience across tools including Excel, CRM platforms, and a working familiarity with AI tools. If you’ve implemented or rolled out a tool or process (e.g. SMS, a new automation, or a training programme), even better 
• Experience partnering with internal stakeholders and external providers, bringing them along through clear communication, shared context, and disciplined change management
• Strong hands-on experience with customer support platforms and tooling (e.g. ticketing systems, automation, reporting, knowledge bases), ideally gained by progressing through the ranks — from frontline agent to team lead to an ops-focused role — and a clear understanding of how configuration choices shape both agent behaviour and customer outcomes
• A systems-led, inquisitive mindset - you’re always asking why something works the way it does and how it could work better at scale
• Confidence working with operational data to identify gaps, patterns, and risks, and using those insights to guide practical improvements
• A strong view of knowledge as a living operational asset - ensuring information is accurate, accessible, and evolves alongside how the team actually works
• Clear, thoughtful communication skills; you can explain changes simply, set expectations well, and help teams understand not just what’s changing, but why
• Experience partnering across teams and with external providers, bringing people along through genuine shared context, not just status updates.

Even if you don’t tick every box, if you’re curious about how customer support systems really work (and motivated by making them better) we’d love to hear from you.

 

IF YOU WERE HERE LAST WEEK, YOU MIGHT HAVE…

• Dug into how a specific type of enquiry flows through our systems and refined a workflow or automation to remove friction for both customers and agents
• Reviewed recent ticket data to identify patterns pointing to a process, tooling, or knowledge gap, and proposed a clear improvement
• Partnered with our Tech team or a CRM provider to refine a system change, ensuring it supports real-world use rather than theoretical design
• Work with our CRM Copilot to ensure it is up to date and reflects processes, brand language and is optimised for edge cases
• Communicated upcoming operational changes to the CS team, explaining what’s changing, what it means in practice, and where to go for support

 

LOCATION & HOURS

This is a full-time role based in Melbourne. We work in a hybrid way, with flexibility to work remotely day-to-day and in-person collaboration when it matters.