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reporting crm change management excel ticketing systems📋 Description
- Own the operational backbone across channels, systems, and knowledge.
- Design scalable, well-governed workflows for support at scale.
- Collaborate with CS Director, Tech, Finance and providers on processes.
- Find root causes of friction and simplify for customers and agents.
- Manage configuration of tools, automations, and knowledge bases.
- Ensure reliable information flow between teams and partners.
🎯 Requirements
- 5+ years in multi-channel customer service ops; ecommerce background a plus.
- Proven track record improving support workflows, automations, and controls.
- Hands-on with Excel, CRM tools, and AI tooling; rollout experience preferred.
- Experience partnering with internal/external teams with clear comms and change mgmt.
- Strong experience with ticketing systems, automation, reporting, knowledge bases.
- Systems-led, inquisitive mindset; ask why and how to scale.
- Confident using operational data to identify gaps, patterns, risks and improve.
- Knowledge as a living asset; ensure accuracy and accessibility.
🎁 Benefits
- Hybrid role in Melbourne with remote-day flexibility.
- In-person collaboration when it matters.
- Diverse team from 25+ countries.
- Accessible hiring; accommodations available on request.
- Careers email for accommodations: careers@bellroy.com.
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