Customer Service Manager

Customer Service ManagerEatClub – Sydney or MelbourneFull-Time | Hospitality Tech | Growing Start-Up

Join the Food Tech Revolution at EatClub

EatClub is one of Australia’s fastest growing tech companies backed by iconic chef Marco Pierre White and trusted by thousands of restaurants across Australia and the UK. Our mission is simple:

Help restaurants fill empty tables. Help diners discover last-minute dining deals. Help the hospitality industry thrive.

With more than 2 million diners on the app and rapid global expansion, we are building something special and exceptional customer support sits at the heart of it.

We don’t just answer questions. We build genuine connections, create memorable experiences, and make our users feel part of our journey.

If you are a hands-on leader who loves coaching, culture building and delivering standout customer service, this role is for you.

The Role

We are looking for a Customer Service Manager to lead and elevate our global support function. You will manage a remote team across the Philippines and Nigeria while supporting our AU and UK markets during peak dining times.

This is a dynamic, hands-on leadership role where you will guide daily operations, mentor the team, set communication standards and ensure our users receive exceptional service every time.

Evening and weekend responsiveness is required due to peak dining hours. This role suits someone who thrives in a fast paced environment.

What You Will Be Doing1. Lead and Inspire the Team

• Build strong relationships with offshore support teams
• Lead by example with high quality communication and customer care
• Foster a positive, supportive team environment
• Keep the team connected and engaged through regular check ins and activities

2. Own Daily Customer Operations

• Manage support queues across email, chat and phone
• Monitor response times during peak AU and UK hours
• Handle escalations and ensure timely resolutions
• Adjust shifts to maintain solid service coverage

3. Coaching, Training and Growth

• Provide clear feedback to develop individual performance
• Run regular one to ones and expectation setting sessions
• Support training on communication, product knowledge and processes
• Identify team members ready for new responsibilities

4. Improve Processes and Quality

• Identify recurring issues and recommend improvements
• Work with the Support Operations Manager to refine workflows
• Ensure processes are followed and kept up to date

5. Maintain Communication Excellence

• Uphold a consistent tone across all markets
• Coach the team on clarity, empathy, structure and professionalism

What We Are Looking For

• Experience as a Customer Service Manager, Team Leader or Supervisor
• Strong communication skills and ability to coach and inspire
• Hands on leadership style and willingness to lead from the front
• Experience guiding remote teams
• Passion for helping people grow
• Availability to work evenings and weekends when required

Extra points if you have

• Experience managing offshore teams
• Hospitality, marketplace or food tech background
• Familiarity with CRMs and support tools

Why You Will Love EatClub

• Join a fast growing Australian start up expanding across the UK and AU
• Recently raised 18.2 million in funding
• Real career progression and leadership growth opportunities
• Work with a supportive, collaborative leadership team
• Staff discounts and dining vouchers to enjoy through EatClub
• Your work has immediate impact in a fun, energetic environment

Ready to Apply?

If you are passionate about leading great teams and delivering outstanding customer experiences, we would love to hear from you.

Apply now and help us shape the future of hospitality.