Customer Service Team Leader - Hybrid

Thursdays and Fridays - work from home.

The story of Toby's Estate began in 1997, in the grungy streets of Woolloomooloo, armed with Mum’s garage, a beat-up coffee roaster and passion on tap, we set out on a wild adventure of business and coffee discovery. Not concerned with the frills of it all, but just that we were consistently consistent in roasting the tastiest coffee we could and treating all the people in our world like family.

Fast forward nearly 30 years, we’re a crack team and merry band of misfits united by a common passion for doing amazing things, and at the forefront of pushing the limits of premium specialty coffee.

Why join us as our Customer Service Team Leader?

In this Customer Service Team Leader role, you’ll bring together people, processes, and systems to ensure every customer interaction is efficient, accurate, and genuinely supportive. This is a hands-on/fast paced role where you'll be working across multiple systems and platforms. You’ll champion continuous improvement, strengthen collaboration across sales, warehousing, production and logistics, and create an environment where your team can deliver their best work every day. You’ll guide daily service operations, resolve issues before they escalate, and help shape how we serve our customers.

Above all, you’re a hands‑on leader who builds capability, drives performance and ensures our customers feel the impact of exceptional service - every time.

What you’ll be doing:

• Performance, development and engagement of the Customer Service team
• Ensure agreed customer service levels and standards are consistently achieved and maintained
• Support the Service Technician team - liaise with sales department regarding upcoming installs and troubleshoot machine issues
• Manage any escalated issues to completion
• Identify opportunities to improve systems, workflows, and team capability.
• Recruitment and training for the team
• Carry out regular customer service responsibilities such as collecting customer orders, invoicing, credit card processing and answering general enquiries

About you:

You’ll be a people person with a strong level of people leadership. You enjoy solving problems and get satisfaction from helping things run smoothly behind the scenes. You thrive in a fast-paced environment, and bring a calm, confident energy.

What you’ll bring:

• Previous team leadership experience
• Previous coffee experience and knowledge is beneficial but not essential
• Strong communication skills with high attention to detail and accuracy
• Understanding of supply chain management beneficial
• Strong organisational skills with the ability to manage multiple priorities and thrive in a fast‑paced environment

This is a full-time, permanent Monday to Friday position, based in our Alexandria office, with some hybrid working.

You'll be joining a tight-knit team who share a love for coffee, collaboration, and delivering great customer outcomes. We offer a supportive work environment, opportunities for growth and of course, plenty of great coffee. We also prioritise wellbeing through initiatives like “recharge leave,” giving you an additional five days each year to rest, reset, and refuel. Ready to be part of something special? Apply now and help us deliver our quality coffee - one cup at a time.