Senior Customer Support Specialist – B2C

We are a growing Australian business based in Melbourne’s South East suburbs that creates and manufactures industry leading, award winning baby products for our customers – consumers, retailers and distributors around the world. Our brand name is synonymous with premium quality and reliability, innovative and sustainable products, trend-driven designs, and a reputation for delivering outstanding customer support.

At ergoPouch, every interaction is an opportunity to help families sleep better. This role is responsible for delivering an exceptional customer experience by combining hands-on customer support with operational excellence. The Senior Customer Support Specialist provides expert product guidance, resolves complex customer enquiries, coaches the B2C support team, and continually improves systems, AI, processes and knowledge so every customer receives a warm, consistent and trusted experience.

Your responsibilities would include:

• Answering customer enquiries across email, phone and digital channels through our ticket platform Gorgias, delivering warm, empathetic, expert support to parents every day
• Provide expert product guidance helping customers find the right ergoPouch products for their family
• Senior escalation point for our Customer Support team, resolving complex customer queries
• Assist with configuring Gorgias’ rules, macros, tags, views and AI tools, to keep the team running effectively
• Report on recurring customer themes and share insights with the team to keep improving how we support our customers
• Assist in refining our SOPs, macros and workflows to make life easier for the team and our customers
• Be part of a team that’s genuinely passionate about helping families sleep better

Skills & Experience Required:

• Proven experience in a customer support role, ideally within eCommerce, DTC retail or a similar consumer brand – US/UK customer experience is advantageous
• Experience as a senior escalation point, calmly and confidently owning complex or sensitive customer issues through to resolution
• Hands-on experience configuring Gorgias (or a comparable helpdesk platform) rules, macros, tags and views.

Successful Applicant

The individual who will be successful in this role will have a ‘can-do’ attitude, with the ability to learn, adapt, collaborate and receive constructive feedback. They will ideally possess experience within a similar environment and be eager to contribute to innovative thinking. We are looking for a self-starter with tons of initiative and a strong work ethic who is interested in joining a rapidly growing Australian based company as we continue to expand.

Experience in the baby industry or working with children and parent audiences is an advantage.

What’s on offer

• Exciting opportunity with a Global market leading Australian Brand.
• Flexible working arrangements and conditions from our office in Heatherton VIC.
• 50% discount for staff.
• 40% discount for friends & family.