Assistant Client Care Manager

About us:

Founded by Jordan Cullen in 2018, Cullen Jewellery is an Australian fine jewellery brand grounded in intention, care, and considered design.

As a digital-first brand, we bring together traditional craftsmanship and modern technology to create pieces designed to endure – in both form and feeling.

From carbon neutral lab-grown diamonds to responsible material choices and global replanting initiatives, every detail reflects Cullen’s long-term perspective.

About the position:

As our full-time permanent, Assistant Client Care Manager, you’ll step up to support in our after-sales team. You’ll keep the day-to-day operations humming, step in to handle trickier client escalations, and mentor our team of After-Sales Consultants. If you’re ready to move beyond standard support, own key workflows, and grow your leadership career with a fast-paced, digital-first brand, we’d love to chat. Working hours are Tuesday - Friday 9am-5pm, and Saturday 8am-4pm, in our Kew Office.

Key responsibilities include:

• Take ownership of escalated enquiries, resolve complex operational cases, and step up to lead the after-sales team in the Manager's absence.
• Conduct routine Quality Control (QC) checks on completed jobs, repairs, and appraisals prior to dispatch, collaborating with jewellers and workshop teams to eliminate process friction.
• Manage daily team rostering, ticket/queue allocation, and workflow distribution across the team to consistently maintain service SLAs.
• Partner with the Client Care Manager to onboard, train, and mentor team members, delivering peer coaching on communication, QC standards, and portal usage.
• Oversee pick-ups, drop-offs, product modifications, and complex shipping/customs logistics while ensuring accurate documentation, including appraisals and tax invoices.

What we are seeking:

• Proven background in client service, after-sales, or retail support, with demonstrated experience acting in a senior, step-up, or team lead capacity mentoring peers.
• High-level organisational and ticket-management capability, with proficiency in CRM systems, email, workflow platforms, and booking portals.
• Exceptional written and verbal communication skills with a proactive, empathetic approach to resolving escalated client concerns.
• A flexible, solution-oriented mindset with the drive to role-model standards and champion positive change across the team.

What we offer:

• Fast-track your leadership development and expand your horizons as we rapidly scale our footprint.
• Enjoy a supportive, corporate culture in our beautiful, modern Kew office, with convenient parking options available nearby.
• Very generous staff discounts on our fine jewellery, plus a 20% discount for your friends and family.
• An extra week of paid leave every year to support a charity close to your heart.
• Sponsorship of a child in need via Baptist World Aid for every full-time team member who joins our family.