Customer Service Manager

Location: MIAMI, QLD

Salary: $80,001 - $100,000

Job Type: Contract position | Full time position

Customer Service Manager About Us

Grounded makes sustainable packaging simple, transparent, and accessible. We build tools that help brands discover, understand, and order the most interesting packaging materials on the planet. We streamline a complex process for our customers by providing a platform for businesses of all sizes to seamlessly manage their packaging.

About the Role As the Customer Service Manager, you will work cross-functionally with our Head of Operations and Account Managers to support the delivery of a consistently high-quality customer experience. This is a hands-on execution role focused on completing primarily APAC, and select global, customer operational tasks, ensuring day-to-day customer needs are actioned accurately and on time.

You will closely support our Gold Coast–based Head of Operations and APAC Senior Account Manager in a fast-paced, scaling environment, taking ownership of tactical customer operational tasks and helping ensure nothing falls through the cracks. This role suits someone with a customer service and operations background who enjoys being close to customers, communicating directly with them, solving practical problems, and executing at pace. As a fast-growing business, there may be opportunities over time for the right person to gain exposure to broader regional operations leadership as the business evolves.

Key Focus The core focus of this role is hands-on execution of customer operational tasks to ensure our APAC customers receive timely, accurate, and responsive support. Customer Service Leadership & Operations: Direct day-to-day regional customer service operations, serving as the final escalation point for complex client inquiries, high-value accounts, and critical operational resolution.

Process Governance & Optimisation: Establish, refine, and enforce customer service standards, Standard Operating Procedures (SOPs), and Service Level Agreements (SLAs) to support scalable business growth across APAC. APAC Account & Client Retention Strategy: Oversee regional customer account management across the APAC e-commerce and retail landscape, partnering with sales leadership to drive client satisfaction, repeat business, and long-term retention. Operational Resource & Workflow Management: Manage capacity planning, workflow distribution, and operational efficiency within the regional customer service function to maintain service excellence and drive performance metrics.

Cross-Functional & Sales Alignment: Drive strategic alignment between customer service, sales, and supply chain operations to ensure seamless execution of B2B/e-commerce orders and regional client commitments. What You’ll

Do Direct the end-to-end quote-to-cash lifecycle, establishing quality standards across quoting, delivery coordination, and billing. Serve as the primary operational lead for key accounts, directing client communications and ensuring service excellence.

Lead the resolution of complex client disputes and operational bottlenecks, implementing strategies to prevent recurring failures. Partner with Sales and Operations leadership to streamline service delivery and optimise the regional customer experience. About

You 3+ years’ experience in Customer Service, Operations, or a similar customer operations-focused role. Strong attention to detail with a process-oriented mindset and a desire to improve how things are done to deliver an excellent customer experience.

Comfortable and confident communicating directly with customers and internal stakeholders. Able to work at pace in a time-sensitive, agile environment where priorities can shift. Proactive, organised, and able to manage multiple tasks and priorities effectively.

Prior experience in a start-up or scale-up environment is desirable. Perks Incentive bonus scheme paid monthly

Optional WFH Fridays & Friday afternoons off (we all finish at 2pm) Working with our friendly, hardworking team in our new office right in the heart of Miami, QLD Work Laptop

Regular team events Free parking The successful candidate will bring a mix of commercial awareness, attention to detail, and a practical approach to solving problems as they arise.

There is opportunity for learning and development over time as the business continues to grow. You must also have a passion for sustainability and making a positive impact. Only candidates with a cover letter outlining why they’re right for the role will be considered.