Job Title

The Horse is a curated collection of leather lifestyle goods, owned and operated by founders Scott and Amy Hawkes, and based in Sydney, Australia. Established in 2009, Horse began as a leather footwear label built on a commitment to quality craftsmanship and timeless design. The brand gained early recognition for its well-made, understated styles and has continued to evolve while remaining true to its original design philosophy.Today, Horse operates as a global e-commerce brand offering a range of lifestyle goods, supported by a small and dedicated team. The business is focused on creating classic, enduring products designed to transcend seasonal trends, while continuing to strengthen and scale its internal operations to support ongoing growth.About the RoleThe Customer Service Lead is responsible for owning and elevating The Horses''s customer service function as a standalone department. This role will consolidate customer service operations, drive consistent standards, and ensure the customer experience is delivered seamlessly across the business. Based in our Kirawee office, you will lead a small offshore customer service team (two direct reports based in the Philippines), while working closely with internal stakeholders to embed strong processes, accountability, and continuous improvement. This role is ideal for someone who has recently stepped into a leadership position and is looking to grow with a scaling organisation.About You12 years'' experience in an e-commerce, retail or customer service environmentExperience stepping into a team lead, senior, or acting-lead capacityComfortable managing and supporting offshore team membersStrong organisational skills with a process-driven mindsetConfident communicator who can collaborate across teamsNaturally takes ownership and enjoys building structure where neededMotivated by growth, learning, and being part of a scaling businessCalm, solutions-focused, and customer-centric in approachKey ResponsibilitiesOwn the end-to-end customer service function for The HorseLead, coach, and support two direct reports based in the PhilippinesEstablish and maintain customer service standards, SLAs, and best practicesReview, audit, and improve existing customer service processes and workflowsEnsure customer service responsibilities are clearly defined in-house and not dispersed across other teamsMonitor performance, quality, and customer satisfaction metricsIdentify recurring issues and work cross-functionally to resolve root causesSupport onboarding, training, and capability uplift within the customer service teamAct as a point of escalation for complex customer matters when requiredContribute to the ongoing growth and maturity of the function as the business scalesFun, small team environmentModern OfficesOnsite ParkingStaff DiscountsLoved Australian BrandOpportunity to be involved in a globally growing businessOpportunities for career growth in a scaling organisationThis is an outstanding opportunity for a driven professional looking to elevate their leadership and impact on a growing organisation, while remaining hands-on and deeply involved in the day-to-day operations.Please attach your CV (of no more than two pages) to an email in which you set out specific career achievements and experience that match our requirements. #J-18808-Ljbffr