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EatClub is Australia's #1 food & drink app, helping over 2 million customers discover restaurants and access deals saving up to 50% off the bill, while empowering 5,000+ venues to fill tables and maximize revenue. Named Australia's Fastest Growing Tech Company by the AFR in 2025, the company is a 200+ person scaleup co-founded by Marco Pierre White and food tech leaders.
As Customer Service Manager, you will own the day-to-day performance of EatClub's Australian customer support operation, leading a team of 30+ customer service agents based primarily in the Philippines. This is a hands-on people leadership role with significant opportunities to build and improve the operation as the company scales.
Key responsibilities include:
- Managing the full employee lifecycle: hiring, onboarding, coaching, performance management, and development of 30+ agents
- Leading daily operations across chat, email, and other support channels, including staffing, rosters, attendance, and shift coverage
- Tracking individual and team productivity, SLAs, quality metrics, and backlogs; identifying issues early and taking action
- Running one-on-ones, providing feedback, managing underperformance, and developing frontline supervisors
- Getting hands-on with tools, workflows, and customer issues to support agents with difficult cases
- Driving process improvements, training enhancements, and support tools to boost efficiency and customer experience
You will work directly with senior leadership and see the direct impact of your work. Success means building a motivated, accountable team that consistently delivers great customer support, with smooth staffing and onboarding, clear expectations, active performance management, improved service levels, reduced backlogs, and faster customer resolutions.
Requirements:
- 3+ years of direct people management experience in customer service or high-volume operations
- Proven experience managing staffing, performance, recruitment, and onboarding
- Experience leading offshore or remote teams, ideally in the Philippines
- Track record of using performance data to improve productivity, quality, and service levels
- Strong organizational skills, attention to detail, and follow-through ability
- Excellent communication skills and confidence in direct performance conversations
- Bonus: experience with Zendesk, live chat, workforce management, hospitality, marketplaces, or fast-growing tech businesses
Ideal candidate is a people person who enjoys coaching and developing others, hands-on and leads from the front, accountable and takes ownership of results, organized and proactive in spotting problems early, and comfortable with change and ambiguity.
