Bold, innovative and just a tad naughtier than you would expect, Honey Birdette are looking for a Customer Service Manager to join our Hive!

About Honey B

Honey Birdette was created by women for women, to offer an experience unlike any other lingerie retailer. We are a luxury lifestyle brand offering high-end lingerie and premium bedroom accessories. Bold, innovative and a little naughtier than you would expect, Honey Birdette has quickly become the most talked about lingerie brands. We inspire, create curiosity, and empower women through their beauty and confidence.

The Role 

The Customer Service Manager is a hands‑on leader charged with shaping, supporting, and energising a high‑performing team to deliver stellar customer experiences across every touchpoint. You’ll handle all aspects of managing team —creating and approving monthly rosters and timesheets—while providing regular one‑on‑one coaching, managing escalated tickets, and identifying skill gaps for training. Front‑of‑house, you’ll manage live chats, calls, social media, Click & Collect, VIP invoicing, and order issues, maintaining 24/7 customer support. Operationally, you’ll coordinate with warehouse teams, manually process orders, resolve shipping or fraud issues, and file courier claims. With a proactive, solution‑oriented mindset, you’ll champion a customer‑centric culture—anticipating needs, actively resolving problems, and ensuring commitments are met. You’ll also produce weekly reports for e‑commerce, stay compliant with all HB/PLBY policies, participate in ongoing training, effectively communicate across internal channels, and take on additional responsibilities as required—always keeping the customer perspective front and centre. This role embodies the essence of true customer obsession, where every decision, process, and interaction is driven by the goal of delighting and retaining customers

Key Responsibilities 

• Create and publish monthly team rosters, ensuring full regional coverage.
• Approve team timesheets and monitor adherence to scheduled hours.
• Conduct regular one-on-one coaching sessions with actionable development plans.
• Handle escalated tickets and identify training opportunities for team growth.
• Deliver weekly region performance reports and ad hoc analysis for e‑commerce.
• Lead daily briefings to align on objectives, updates, and customer priorities.
• Champion the customer perspective in all decisions and service delivery.
• Proactively resolve customer issues and ensure follow‑through on commitments.
• Manage live chats, calls, social media, and email inquiries to maintain 24/7 support coverage.
• Coordinate Click & Collect, unfulfilled orders, VIP invoicing, and gift card issues.
• Oversee manual order processing, fraud checks, and system error corrections.
• File courier claims, manage replacements, and enforce compliance with policies.
• Liaise with warehouse and opening office, facilitating respectful and clear communication.
• Participate in ongoing training, stay informed via internal channels, and suggest improvements.
• Perform additional duties as assigned, consistently focusing on customer obsession.

Your Sweet Spots (About You)

• Previous experience in a customer service and omni-channel management is required
• Ability to work within a fast-paced working environment
• Proven ability to manage multiple channels of communication in a timely and responsive manner
• Commit to all Honey Birdette and PLBY Group Values 

Honey Benefits

• Hybrid Working Arrangements, 3 days in the office and 2 days WFH
• Birthday, Wellness & Parental Leave
• Generous Product Discounts
• Convenient Sydney CBD Office
• Premium gym membership

We love you just the way you are, honey xx

Honey Birdette is an equal opportunity employer. Here at HB we value honeys of all shapes, sizes, ethnicities, and orientations - at the end of the day, we’re all lovers. If you’ve been longing for a workplace that’s fuelled by self-empowerment & self-love, please apply!

We can’t wait to meet you, honey xx