Senior Customer Service & Operations Coordinator – Driving Operational Excellence & Elevating Customer Experience at brighthush

About brighthush

brighthush is a proud Australian family‑owned retailer that has been redefining the home furnishings landscape for over two decades. With a deep heritage in supplying unique home furnishings, architectural hardware, and period‑authentic renovation fixtures, we blend timeless craftsmanship with contemporary design. Our products are sourced from the finest artisans and manufacturers, ensuring that every piece we offer is not only beautiful but built to last.

We serve both residential and commercial customers across the country, delivering bespoke solutions that transform spaces into stories. Our commitment to quality, sustainability, and exceptional customer service has earned us a loyal customer base and a reputation as a trusted partner for architects, builders, and homeowners alike.

At brighthush, we believe that great service begins with a great team. That’s why we’re looking for a Senior Customer Service & Operations Coordinator who can step into a leadership role, drive operational excellence, and elevate the customer experience to new heights.

Why Join brighthush?

• Impactful Work: Your decisions will directly influence how customers experience our brand, from the first inquiry to the final delivery.
• Collaborative Culture: Work alongside passionate professionals in retail, e‑commerce, logistics, and design.
• Growth Opportunities: As a senior coordinator, you’ll be positioned for future leadership roles within customer service, operations, or even product development.
• Flexible Work Environment: Permanent work‑from‑home setup with a supportive team that values work‑life balance.
• Competitive Compensation: Full‑time salary, annual leave, a Christmas bonus equivalent to one month’s wage (pro‑rata), and health benefits.

Your Impact as a Senior Customer Service & Operations Coordinator

In this role, you will be the linchpin that connects our frontline team, back‑office operations, and external partners. You’ll translate customer insights into process improvements, mentor a high‑performing team, and ensure that every interaction reflects brighthush’s commitment to quality and service excellence.

Key Responsibilities

Operational Leadership & Support

• Serve as the primary operational point of contact for the customer service team, providing guidance on complex issues and ensuring consistent service delivery.
• Act as the Customer Service Manager’s deputy during absences, coordinating daily priorities, workload distribution, and team performance metrics.
• Coach team members on effective communication strategies, conflict resolution, and best practices for issue resolution.
• Develop and maintain standard operating procedures (SOPs) to streamline processes and reduce response times.

Customer Service & Issue Resolution

• Take ownership of high‑impact customer complaints, delivery discrepancies, and warranty claims, ensuring timely and satisfactory resolutions.
• Handle inbound customer inquiries via phone, email, and digital channels, especially during peak periods, while maintaining a calm and professional demeanor.
• Negotiate practical, commercially viable solutions that align with company policies and preserve customer loyalty.
• Support retail administration tasks such as generating quotes, processing sales orders, managing returns, and coordinating exchanges.

Process Improvement & System Management

• Maintain and enhance Gorgias macros, ticket workflows, tagging systems, and knowledge‑base content to improve team efficiency.
• Analyze ticket data and recurring enquiry types to identify patterns, root causes, and opportunities for process optimization.
• Collaborate with senior management to design and implement workflow improvements that reduce friction and enhance customer satisfaction.
• Ensure accurate recording of order numbers, resolution types, and key metrics to support reporting and continuous improvement.

Stakeholder Collaboration

• Coordinate with warehouse, sales, e‑commerce, suppliers, and logistics partners to resolve order‑related issues and streamline fulfillment.
• Escalate material concerns, service risks, and systemic issues to the Customer Service Manager and relevant stakeholders.
• Maintain clear, accurate records of decisions, commitments, and order details to ensure transparency and accountability.

Essential Qualifications

• Minimum 5 years of customer service experience in retail or e‑commerce environments.
• Proven track record in senior support roles, mentoring, or team leadership.
• Strong ability to manage difficult conversations and complex escalations independently.
• Deep understanding of retail, online order processing, inventory management, and returns workflows.
• Experience using a cloud‑based phone system in a customer‑service setting.
• Excellent written and verbal communication skills in English.

Preferred Qualifications & Skills

• Certification in e‑commerce or customer service management (e.g., CSM, CSCP).
• Hands‑on experience with NetSuite and Shopify platforms.
• Proficiency in Gorgias, including macro creation, workflow design, and knowledge‑base management.
• Experience leveraging AI tools such as Claude or similar to enhance response quality and team productivity.
• Strong analytical mindset with the ability to translate data insights into actionable improvements.

Core Competencies

• Leadership & Team Development – Ability to inspire, coach, and develop a high‑performing team.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving – Creative and analytical thinking to resolve complex issues efficiently.
• Process Orientation – Focus on continuous improvement, documentation, and standardization.
• Communication – Clear, concise, and persuasive communication across all channels.
• Adaptability – Thrives in a fast‑paced, evolving retail environment.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Service & Operations Coordinator, you’ll have access to:

• Leadership development programs that prepare you for future roles in operations, customer experience, or product management.
• Cross‑functional projects that expose you to supply chain, marketing, and design teams.
• Regular training on industry best practices, new technologies, and customer‑service excellence.
• Mentorship from senior leaders who are committed to your professional growth.

Work Environment & Culture

Our culture is built on collaboration, innovation, and a shared commitment to quality. We value:

• Transparency – Open communication channels and honest feedback loops.
• Inclusivity – A diverse team that respects and celebrates different perspectives.
• Flexibility – A work‑from‑home model that supports productivity and work‑life balance.
• Recognition – Regular acknowledgment of achievements and contributions.
• Community – Participation in local events, sustainability initiatives, and industry forums.

Compensation & Benefits

While specific salary figures are tailored to experience and qualifications, you can expect:

• Competitive base salary for a full‑time role.
• Annual leave and public holidays.
• Health maintenance organization (HMO) coverage.
• Christmas bonus equivalent to one month’s wage (pro‑rata).
• Flexible work schedule aligned with Australian business hours.
• Professional development budget and access to industry conferences.

How to Apply

If you’re ready to take the next step in your career and help shape the future of customer experience at brighthush, we’d love to hear from you. Click the link below to submit your application and join a team that values excellence, creativity, and growth.

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