Customer Interactions Manager

BikesOnline USA

Customer Interactions Manager overseeing support teams, ensuring satisfaction and operational excellence at BikesOnline. Leading strategic oversight, training, and performance analytics in customer service.

Posted 6/8/2026full-timeFrenchs Forest • 🇦🇺 AustraliaMid-LevelSenior💰 A$100,000 - A$110,000 per yearWebsite

About the role

Key responsibilities & impact

The Customer Interactions Manager leads the Australian customer-facing teams to drive satisfaction, loyalty, and operational excellence.
Oversee daily operations of the Customer Service, Warranty, and Technical Support teams,
Accountable for the daily performance of Customer, Technical Support and Warranty Claim processing.
Supervise and mentor the Customer Interaction Team Leader to ensure effective team development and accountability.
Track and analyse Customer Service and Warranty efficiency and operational metrics to maintain high service standards.
Manage resource allocation and staffing levels to ensure adequate support coverage at all times.

Requirements

What you’ll need

A tertiary qualification in commerce, marketing, or business is highly regarded.
Extensive technical knowledge of bicycle components, parts, and accessories is essential.
Minimum of three years in a managerial role, ideally within the retail, e-commerce, or cycling industry.
Proven experience leading remote-based teams and supervising call center environments.
Proficiency with CRM platforms such as Freshdesk, as well as Shopify, Brightpearl, and inventory systems.
Strong working knowledge of Australian Consumer Law (ACL) regarding warranties and returns.

Benefits

Comp & perks

flexible work arrangements
generous staff discounts
commitment to ongoing learning
internal career progression

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical knowledge of bicycle componentswarranty claim processingcustomer service metrics analysisresource allocationstaffing management

Soft Skills

team leadershipmentoringoperational excellencecustomer satisfactionaccountability

Certifications

tertiary qualification in commercetertiary qualification in marketingtertiary qualification in business