About Us: At Barney Bed, we’re passionate about creating exceptional products and experiences for dogs and the people who love them. As an Australian-owned e-commerce business, we specialise in luxury dog beds and pet essentials through our brands: Barney Bed, Cat St, Potty Plant, and Furfy. With warehouses in both Australia and the US, our focus is on premium quality, outstanding service, and making a meaningful difference in our customers’ lives.

The Role: We are looking for a Customer Service Supervisor to lead and support our growing team. If you’re a natural leader with a passion for customer satisfaction, thrive in a fast-paced environment, and love working with like-minded pet lovers, this role is perfect for you.

Location: Bondi Beach
Schedule: Full-Time, IMMEDIATE START

Key Responsibilities:

Lead, mentor, and support the customer service team to ensure high performance, professionalism, and adherence to high service standards.

Oversee all customer interactions across email, chat, phone, social media, and community groups, resolving escalated issues and complex situations efficiently.

Develop, implement, and refine customer service processes to improve satisfaction, support sales, and drive team productivity.

Train, onboard, and guide new team members to ensure consistent service quality and strong product knowledge.

Monitor team performance using key metrics (e.g. response time, resolution rate, customer satisfaction) and identify areas for improvement.

Identify opportunities for upselling and cross-selling to enhance the customer experience and drive revenue.

Collaborate with internal teams to deliver a seamless, integrated customer journey.

Maintain and optimise customer service tools and platforms, including Helpdesk, Live Chat, and e-commerce systems.

Support the development of customer service strategies and continuous improvement initiatives.

Assist the Operations Manager with general administrative and logistics tasks as needed.

Requirements:

3+ years of customer service experience, including at least 1 year in a leadership or supervisory role.

Strong team leadership and people management skills.

Excellent written and verbal communication, with a focus on professionalism, empathy, and clarity.

Proven ability to de-escalate issues and turn challenges into positive customer outcomes.

Sales-oriented mindset with experience in upselling and cross-selling.

Calm under pressure, with strong problem-solving and conflict-resolution skills.

Familiarity with programs like Helpdesk, Live Chat, and Shopify is a bonus.

Highly organised, with the ability to juggle multiple priorities and adapt quickly.

Passion for dogs is a must - dog ownership or knowledge of breeds is a big plus!

Why Join Us? At Barney Bed, we’re all about support - whether it’s for our customers, their pets, or our team. We’re a close-knit crew that values collaboration, initiative, and a genuine love for what we do. We’re committed to creating a supportive work environment where you can thrive.

Benefits:

Opportunity for growth and career development within a dynamic, entrepreneurial-focused company.

Work in a collaborative and supportive environment with like-minded individuals.

Dog-friendly office, because we believe in making work as enjoyable as it is productive!

If you're motivated to lead a team and deliver exceptional customer experiences, we’d love to hear from you!

How to Apply: Please submit your resume, along with a brief cover letter explaining why you’re the perfect fit for this role, to [email protected]. Applications without a cover letter will not be reviewed.