Customer Service Manager

Job Location: Melbourne Bayside & South Eastern Suburbs
Organization: Peacelily Sleep Pty Ltd
Full time

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Peacelily is an innovative e-commerce sleep brand with our office located in Moorabbin, VIC. We are the number one provider for natural latex mattresses in Australia and are shifting the bedding industry from polyurethane foam mattresses back to non-toxic latex mattresses. 

With our own factory in Sri Lanka, we provide products to Australia, New Zealand, Singapore & soon the US. Our aim is to improve the sleep quality of all people through sustainable, high-quality products. We are looking for an individual that would share in our mission and help us to improve people’s sleep. 

The primary job function of the Customer Service Manager is to take full accountability for managing our overall online/showroom customer service and sales enquiries. Being a small team, the role will be hands-on and involve interacting with customers on a variety of channels such as phone, email, and face to face in the showroom. We are looking for a candidate that can think well on their feet to both solve customer issues and improve our sales effectively. You will require excellent spelling and grammar, and amazing verbal skills over the phone and face to face. You will need to take ownership of customer experience to ensure customers have a positive and smooth purchasing experience. We are looking for a person who is transparent, open-minded and has a strong passion to help people. You should be well prepared to take on a challenging role in an exciting and fast-growing startup.



  • 4 years experience in Customer Service, preferably in e-commerce
  • Excellent (written & verbal) communication skills, including accurate grammar and punctuation
  • Ability to stay self-motivated and highly organised
  • Ability to research and look for alternative ways to deepen your product and sleep knowledge
  • A good understanding of online shopping and social media
  • International customer service experience is preferred but not required
  • Prior knowledge of Shopify and online chat platforms is preferred but not required
  • Experience in the bedding and furniture industries is not required but would be advantageous



  • Manage all customer enquiries via phone, email, social media, online chat and face to face showroom appointments
  • Manage sales enquiries with effective processes
  • Efficiently handle customer complaints by seeking creative, effective & positive resolutions
  • Maintain timely responses across all customer enquiry channels 
  • Look to improve customer experience and streamline internal processes
  • Collect accurate feedback from customers to use as vital information for potential company changes and reduction of return rates



  • Attention to detail and highly organised
  • Excellent spelling and grammar
  • Passionate about customer experience and going the extra mile
  • Uses data to assist with decision making
  • Ability to work effectively in a startup environment
  • High emotional intelligence and empathy
  • Adaptability and flexibility
  • Creative and innovative thinker
  • Capability to work in a small team
  • Able to take on challenges that others might try to avoid
  • Be capable of taking on new tasks while remaining organised
  • Fast learner with new processes, systems and technologies


You would be working for a company that is transparent, passionate, and innovative. The role will provide you with the opportunity to grow together with the company and really test your capabilities to see how great an impact you can have through your forward-thinking ideas and implementation of those ideas. Being a small team, your contributions will greatly impact the company trajectory.


If this sounds like the perfect role for you, please get in touch. To apply for this role, please send an email with your CV & Cover Letter. Shortlisted candidates will be contacted.


Please forward your CV & Cover Letter by addressing the above criteria to [email protected].

For more information about products and services visit our website

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