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.


Bellroy 미션

물건을 들고 다니는 더 나은 방법에 영감을 준다.
비즈니스를 선한 영향력을 행사하는데 활용한다.
세상에 보탬이 되고 직원들이 성장하도록 돕는다.

Bellroy 공간

Bellroy의 오피스는 벨스비치 (Bells Beach)와 피츠로이 (Fitzroy), 두 곳에서 비롯되었습니다. 벨스 비치는 평온하고, 아웃도어 활동을 즐기기 좋은 반면, 피츠로이에는 창의적이며 도시적인 스타일이 묻어 있습니다. 도시와 바다가 불러오는 영감과 어드벤처로 완벽한 밸런스를 이루고 있습니다.

벨스 비치 (Bells Beach)

저희 HQ 사무실은 호주에서 최고의 서핑 해안 지대 중 하나로 알려진 바다를 내려다보는 거대한 사암 절벽 뒤에 위치하고 있습니다. 저희 제품 디자이너들이 아이디어를 실험하고, 세일즈 팀이 미팅을 진행하고 커피를 즐기는 곳이기도 하죠. 멜버른의 피츠로이 지역에 비해 훨씬 조용하기에 집중하기에 좋은 환경이기도 합니다. 사무실 바로 옆에 카페가 있어 언제든 허기진 배를 채울 수 있으며, 오전 11시 서핑 시간은 몸과 마음을 리프레시하기에 완벽하죠.

피츠로이 (Fitzroy)

핏츠로이(Fitzroy)에 위치한 저희 사무실은 멜버른의 크리에이티브 허브 한가운데에 자리잡고 있습니다. 이곳은 당사의 크리에이티브, 마케팅, 엔지니어링 및 운영 팀이 각 Bellroy 제품이 전 세계로 안전하게 배송될 수 있도록 보장하고 캠페인을 개발하는 공간입니다. 사무실 문 밖으로 나가기만 하면 활기가 넘치는 거리가 펼쳐지죠 (최고라고 불리는 라멘 맛집이 있기도 합니다).

원격 근무

Bellroy의 본사 두 곳 외에도, 남호주부터 아시아, 미국, 유럽에 이르기까지 전 세계에서 원격 근무하는 팀원들도 있습니다. Bellroy의 중추가 된 이러한 글로벌함 덕분에, 저희는 다양한 시각과 아이디어로 성장할 수 있었습니다. 원활한 인터넷 연결을 갖추고 있고, 유연한 근무 환경을 원한다면, 성장하는 저희 글로벌 네트워크에 함께하는 건 어떤가요?

Our team image

Bellroy 팀

Bellroy의 성장에는 다양한 배경의 직원들을 빼놓을 수 없습니다. 저희 제품의 기획 및 제작 뒤에는 25개국 이상의 각기 다른 배경을 지닌 저희 직원들이 있습니다. 유니크한 기술을 갖춘 한 명 한 명이 모여, 공통된 비전 - 물건을 들고 다니는 더 나은 방법에 영감을 주고, 비즈니스를 선한 영향력을 행사하는데 활용하고, 세상에 보탬이 되고 직원들이 성장하도록 돕는다 - 을 이루기 위해 함께 일하고 있습니다.

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