Customer Service Manager – Tokyo Headspa

Location: Hybrid – Double Bay HQ & Work from Home

Salary: $80,000 – $90,000 + Super + Bonuses (negotiable)

Hours: 40 hours per week. 8am – 5.30pm Monday – Friday.

About the Opportunity

This is a rare opportunity to take full ownership of a newly created customer service department within one of Australia's fastest-growing wellness brands – Tokyo Headspa. You'll play a critical role in shaping our customer experience, leading a small onshore and offshore team, and introducing scalable systems, loyalty programs, and customer-centric processes from the ground up.

As our Customer Service Manager, you'll report directly to the GM and collaborate cross-functionally to ensure seamless communication across all customer channels – phone, email, social media, and more. If you're an experienced people leader who thrives in dynamic environments and wants to make a meaningful impact from day one, we want to hear from you.

What You’ll Be Doing:

• Lead and develop a growing team of onshore and offshore service reps.
• Oversee all inbound communication and ensure fast, empathetic resolutions.
• Introduce and optimise systems and tools (e.g. Zenoti, Zendesk, Hubspot).
• Support the rollout of our customer loyalty, referral, and rewards programs.
• Ensure website FAQs and AI chat systems are current and effective.
• Collaborate with therapists and internal teams to resolve customer concerns.
• Develop and embed scalable policies and procedures.

What We’re Looking For:

• 5+ years in customer service, with at least 2 years in a leadership role.
• Proven experience managing high-volume, multi-site customer support.
• Strong people management, tech-savvy, and process-oriented.
• Experience training offshore teams and working in startup or growth environments is an advantage.
• Excellent communication and organisation skills.
• Familiarity with service tools such as Zenoti, Zendesk, or Hubspot is highly desirable.

Why Join Us?

• Shape a customer service function from the ground up.
• High autonomy with direct support from an experienced GM.
• Clear growth pathways in a rapidly expanding business.
• Hybrid work model – flexibility with a supportive team culture.
• Bonuses tied to performance KPIs.
• Generous discounts on Headspa services for you and your loved ones.

About Tokyo Headspa

Launched in 2022, Tokyo Headspa brings the art of authentic Japanese headspa to Australia. With five thriving locations across NSW and QLD and a sixth opening soon in VIC, we’re redefining wellness with luxurious, results-driven treatments. Backed by a visionary leadership team, we’re poised for national expansion – and this role is pivotal to that journey.

Ready to make your mark?

Submit your CV and a cover letter outlining why you’re the ideal fit. Please note: applications without a cover letter will not be considered. Sydney-based candidates only.