Global Customer Service Manager

About Us

At Spacetalk, we’re dedicated to helping families stay connected and safe through innovative wearable devices and an integrated app. With products designed to empower parents and provide peace of mind, we’ve built a reputation as a leader in family safety technology.

Our vision goes beyond devices – we’re building a future where technology brings families closer together. Join us as we expand our impact globally, with a team that values innovation, collaboration, and making a real difference in people’s lives.

About the Role

This role is a unique opportunity to make a real impact on Spacetalk's customer experience. Reporting directly to the Head of Customer Experience based in Sydney, you’ll oversee a nearshore team of talented Customer Service Representatives located in Fiji. You'll act as the vital connection between our local operations and the front line of customer support, ensuring that every interaction reflects Spacetalk’s values and commitment to excellence.

As a leader, you’ll take charge of developing and inspiring the team, creating a culture where performance, quality, and customer satisfaction thrive. A major focus will be on driving quality improvements—ensuring that every ticket is handled with care while meeting ambitious metrics like CSAT scores and ticket resolution rates.

Your key responsibilities will include:

• Leading and managing a team of nearshore Customer Service Representatives, fostering collaboration and high performance.
• Ensuring adherence to key performance metrics, including ticket resolution, CSAT scores, and first-ticket response times.
• Guiding the team through significant change initiatives, such as optimising new CRM/system implementations like Gorgias CRM.
• Developing incentive structures to motivate the team and promote collective success.
• Managing escalations, including regulatory concerns, with a focus on proactive problem-solving.

Change will be a big part of this role. You'll guide the team through transformative initiatives, improving processes and ensuring consistent, high-quality customer outcomes. You’ll also collaborate with other departments—such as product, marketing, and operations—to align customer service priorities with broader business goals.

In this role, you will:

• Analyse performance trends and use data to identify areas for improvement.
• Implement best practices for coaching and quality assurance to enhance the team’s skills and output.
• Represent Spacetalk’s commitment to customer satisfaction in every interaction.
• Be a supportive and culturally aware People Manager, fostering strong relationships with the nearshore team by respecting and adapting to cross-cultural communication styles and work practices.

Ultimately, this is a critical leadership role that will help shape Spacetalk’s customer experience function as we scale and grow. It’s ideal for someone who thrives in a fast-paced, transformative environment and is passionate about driving meaningful change.

We’re seeking a dynamic and experienced leader who thrives in a fast-paced, transformative environment. As the Global Customer Service Manager, you’ll bring a mix of strategic vision and hands-on leadership to elevate our customer experience.

Here’s what we’re looking for:

• Proven Leadership: You have a solid background in managing contact center teams, with a particular focus on nearshore outsourced environments. Your ability to inspire, mentor, and guide a diverse team will be critical to success.
• Customer-Centric Expertise: You excel at putting the customer first. From improving satisfaction scores to resolving escalations with empathy and precision, you know how to build trust and loyalty.
• Operational Savvy: Metrics and quality assurance are second nature to you. You know how to set performance standards, analyse data, and drive continuous improvement across all touchpoints.
• Change Management Proficiency: You’ve successfully led teams through significant transformations—whether it’s rolling out new systems, adopting innovative workflows, or navigating organisational change.
• Technical Acumen: Familiarity with customer support platforms, particularly Gorgias, is a must. You’re comfortable spearheading CRM implementations and ensuring your team is equipped with the tools they need to succeed.

This role is perfect for a motivated professional ready to make a tangible impact on both our team and our customers.

• Competitive salary with performance-based incentives.
• Progressive leave policies, including paid parental leave, community service leave, and birthday leave.
• Flexible working environment with a hybrid model of remote work and office presence.
• The chance to join a dynamic, fast-paced startup culture and play a pivotal role in Spacetalk’s international growth.
• Career progression opportunities as Spacetalk continues to scale.

Join Us

At Spacetalk, we are driven by innovation, integrity, and a relentless focus on our customers. As we expand globally, our mission is to provide world-class customer support that builds trust, strengthens retention, and ensures a seamless experience for families using our technology.

Our Values—Innovate, Engage & Elevate—are at the core of how we work and grow as a team. Joining Spacetalk means being part of an exciting transformation, where your leadership will shape our customer support operations and redefine how we engage with our customers worldwide.

If you’re passionate about leading high-performing teams, driving operational excellence, and delivering exceptional customer experiences, we’d love to hear from you.

Apply today and play a pivotal role in elevating Spacetalk’s global customer experience!