Customer Experience Specialist - South Yarra

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

About the team

Swaggle is a bunch of pet obsessives on a mission to lighten your pet-parenting load and aim to make you and your pet’s life pawsitively better! This is a unique opportunity to become part of an ASX 50-backed joint venture with Coles Group. All the benefits and budget of one of Australia’s largest retailers but culture of a startup, this is an opportunity to join us in shaping the future of pet retail for the better and finding more ways to care and spoil our pets. We’re not winning till your pets grinning. #Swaggle

Swaggle is Australia’s newest online pet retail startup. With over a year in market, and some incredible growth under our belts, we are looking for a Customer Service Manager who’s ready to take ownership of our service experience, shaping strategy, solving daily customer problems and capitalising on data to help make our customers’ lives easier.

If you’re passionate about customer happiness, get a thrill from problem-solving know your way around CX tools and has experience with all the challenges and benefits that come with working at a startup, we want to hear from you!

What you’ll be doing

• Own the end-to-end customer service experience at Swaggle – from daily ticket resolution to long-term strategy

• Use Gorgias to manage and optimise support workflows

• Work with internal teams to resolve customer issues with speed and care and become a fountain of Swaggle and pet parenting knowledge

• Develop new processes and automations to improve service, reduce manual workload, take the load off our broader internal team and scale support.

• Be the owner of all things CSAT and NPS – develop strategies and tactics to improve these metrics

• Champion the voice of the customer internally – sharing insights that shape product, marketing and ops decisions

• Bring fresh thinking to how we deliver a standout customer experience that makes our customers’ lives easier, taking inspiration from outside the category and international leaders in retail and tech.

What you’ll bring

• Experience running customer service in a high-growth eCommerce business

• Ability to be both strategic and hands on. We’re a small team, so this role will start out managing day-to-day customer service, but will grow the function as we grow

• Confident using CX platforms like Gorgias or Zendesk (Gorgias a plus, as it’s what we use), a knack for automation, AI tools and process improvement

• Clear communication skills and the ability to manage multiple stakeholders

• A calm, solution-focused mindset with a passion for problem-solving

• Experience in pet or startup a bonus!

Why Swaggle?

• A rare chance to help build the customer experience function from the ground up

• Chance to work at a fast-paced challenger environment where your ideas will be heard (and actioned)

• Flexible working, supportive team culture, pet-friendly office located in South Yarra

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 161067

Employment Type: Full time

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