Careers at Bellroy
Customer Support Director

IN A NUTSHELL

We’re a high-growth global business, leading the way in product innovation and retail strategy. Founded in Australia, we sold our first wallet in 2010 and have since grown to over 100 staff, selling through more than 1,500 doorways and directly to customers in 150 countries.

We’re looking for a Customer Support Director to build on our strong foundations and ensure our support function scales with the business. You’ll refine and enhance what’s already working while introducing evidence-based strategies that help us improve customer experience, strengthen retention, and contribute to sustainable growth.

IT TAKES A CERTAIN KIND OF LEADER…

  • You’re strategic, adaptable, and challenge the status quo when the evidence says there’s a better way. You don’t just follow industry benchmarks — you dig into the data, translate insights into action, and connect customer experience to business impact.
  • You know how to scale smartly, ensuring support remains a strategic function, not just a service. You’ve built scalable systems and balanced exceptional service with commercial results.
  • You have experience managing teams, transforming support functions, and operating in a multichannel, global business. AI and automation? You see them as enhancers, not replacements. You have experience using technology to automate and streamline processes while keeping human interactions at the core. (Knowledge of AI tools and implementation experience would be a bonus.)
  • You excel at breaking down silos, ensuring customer insights shape product, marketing, and operations. You’ve facilitated a bi-directional flow of insights between customer support and the broader business, ensuring the CS team has the right information to support customers effectively while leveraging customer insights to inform strategy.
  • Beyond delivering great customer experiences, you thrive on developing and empowering teams. You coach, mentor, and foster an environment where people grow, equipping them with the skills and confidence to handle complex customer interactions with clarity and care.

If you’re looking for a status quo customer service role, this isn’t it. But if you’re ready to lead with strategy, insight, and impact, we’d love to hear from you.

IF YOU WERE HERE LAST WEEK, YOU MIGHT HAVE…

  • Led a workshop with senior leadership on translating customer feedback into product improvements.
  • Analyzed customer interaction data to identify opportunities for improving first-contact resolution rates.
  • Developed a strategic roadmap for integrating AI solutions into our current Freshdesk environment.
  • Collaborated with marketing on turning customer insights into compelling brand stories.
  • Mentored team leaders on balancing policy adherence with customer-first decision-making.
  • Presented a business case for new technologies to streamline back-office operations.
  • Designed metrics that better connect customer support performance to commercial outcomes.
  • Created a framework for identifying and nurturing our most valuable customer relationships.

LOCATION AND HOURS

This is a full-time role based in Collingwood, with flexible WFH options.

WHY WORK FOR BELLROY?

At Bellroy, it takes a wonderfully diverse crew to make everything tick. We’re a close-knit group of thinkers and makers from over 25 different countries, each contributing unique skills to achieve our shared vision. We believe that embracing diverse backgrounds and perspectives is key to staying agile and resilient. So, even if your experience isn’t an exact match, but you feel you have something special to contribute, we’d love to hear from you.

Bellroy is committed to making our hiring process accessible to everyone, including individuals with disabilities. If you need reasonable accommodations at any stage, whether it’s applying, interviewing, completing pre-employment testing, or otherwise participating in the selection process, please contact us at careers@bellroy.com. Include your full name, the best way to reach you, and the type of accommodation you need to support you throughout the application process. We’re here to help and ensure you have the best possible experience.

This role isn’t for everyone. If you’re comfortable following conventional customer service practices regardless of their effectiveness, we’re probably not a good fit. But if you’re excited to implement what research proves actually works — even when it challenges established norms — we want to talk to you.


NOTRE MISSION

Imaginer de meilleurs moyens de transporter vos affaires.
Utiliser notre influence pour la bonne cause.
Aider le monde et notre équipe à s'épanouir.

Nos espaces

Bellroy' est un mélange de nos origines – Bells Beach et Fitzroy. Bells Beach apporte un côté décontracté alors que Fitzroy apporte un style urbain et créatif. La ville et la mer ; inspiration et aventure. Ensemble, ils créent le parfait équilibre.

Bells Beach

Notre QG à la plage se trouve juste derrière une grande dune de sable qui surplombe les spots de surf les plus réputés d'Australie. C'est là, dans le Maker Lab, que nos Product Designers innovent et que notre équipe commerciale passe la journée sur Skype en consommant une quantité copieuse de café. L'ambiance est plus tranquille ici que chez nos voisins de Fitzroy et nous aimons nous concentrer sur notre processus créatif. Nous allons au café d’à côté dès que nous avons une petite faim ou que nous voulons espionner les surfeurs. Parfait pour se ressourcer en respirant un peu d'air (salé) frais.

Fitzroy

Notre espace Fitzroy se trouve au cœur de Melbourne, où nos équipes créatives, marketing, ingénierie et opérations travaillent sur les campagnes et l'expédition sécurisée des produits Bellroy dans le monde entier. En sortant, vous découvrirez des rues animées (et le meilleur restaurant de ramen à cette extrémité de Tokyo).

A distance

En plus de nos deux sièges sociaux nous avons une équipe qui travaille à distance - de l'Australie occidentale à des régions de l'Asie, aux États-Unis, à l'Europe. Être global est au coeur de Bellroy car cela nous maintient connectés et nous permet d'envisager la vie sous plusieurs regards. Si vous disposez d'une connection internet et si vous avez de la flexibilité pour faire partie d'une équipe que vous ne verrez pas tous les jours, vous pouvez envisager de joindre notre grandissante toile globale.

Our team image

Notre équipe

Le succès de Bellroy dépend de la diversité de nos équipes. Nous sommes une belle bande de penseurs et d'artisans venant de plus de 25 pays (pour l'instant). Chacun a des compétences uniques qui sont mises à profit pour réaliser une vision commune - Imaginer de nouveaux moyens de transporter vos essentiels ; utiliser notre entreprise pour influencer le monde de manière positive ; aider la société, et notre équipe, à s'épanouir.

Voir notre page LinkedIn

En savoir plus sur Bellroy

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