Product & Warranty Specialist (Customer Service)

Location: Yarraville, VIC HQ (Optional 1 day from home after training completed)
Type: Full-time

Salary range: $80k - $90k plus super

Help shape better products, better processes, and better customer outcomes.

At The Babybee Group, we’re on a mission to make parent life better – less stressful, more stylish, more fun. We're a proudly Australian-owned D2C company designing prams and baby gear parents genuinely love.

We’re looking for a curious, commercially minded, hands-on problem solver to become our go-to product and warranty specialist. This is a unique customer service role for someone who’s not content sitting behind a screen all day sending templated replies – you’ll be up close and personal with our products, digging into the ‘why’ behind issues, and helping us reduce unnecessary warranty costs and improve product quality long-term.

You’ll sit within our customer experience team, but your impact will ripple through the whole business – from engineering and product, to operations and suppliers.

What your days will look like

• 60% of your time will be spent responding to customer warranty claims via email (occasionally you’ll need to pick up the phone). Around half are known issues and easy to resolve – the other half require you to grab a pram, troubleshoot physically, and work out what’s gone wrong.

• You’ll go back and forth with the customer in as few messages as possible, extracting exactly what’s needed (images, video, details), while keeping them calm, confident and supported.

• You’ll use initiative and logic to investigate faults that have no process yet, then balance customer experience with commercial decisions to determine the most appropriate resolution.

• You’ll build a growing internal library of issue types, fixes, and troubleshooting guides so other team members can act with confidence.

• You’ll work closely with our Product and manufacturing teams to identify trends, spot recurring issues, and contribute to product improvement and supplier feedback loops.

• Occasionally, you’ll roll up your sleeves in the warehouse – inspecting product batches, unboxing units, and physically fixing issues as needed.

• You’ll constantly look for ways to improve the way we do things: creating better systems, documentation, and reducing avoidable support requests.

Who this role is (and isn’t) for

This isn’t a role for someone looking to be told what to do or who needs constant affirmation. You’ll be working independently, often with incomplete information, and need to take ownership of complex tasks.

This is a role for someone who:

• Has 2+ years in a customer service, operations or technical support role (bonus if you’ve worked with physical products)

• Enjoys rolling up their sleeves and solving problems through hands-on investigation

• Can read between the lines and diffuse tense customer situations with empathy and clarity – without over-promising or jumping to easy (expensive) solutions

• Thinks critically and commercially – you're always weighing up risk, cost, and customer satisfaction

• Has moderate Excel or spreadsheet skills, and can build simple processes to improve team performance

• Has strong initiative, thrives on autonomy, and proactively finds better ways of working

• Is driven, strategic and sees process gaps as opportunities, not roadblocks

• Feels excited to work in a values-driven company making a difference in the lives of new parents

• Is willing to get physical – inspecting, troubleshooting and sometimes fixing prams in person when needed

Why you’ll love it here

• Work for a female founder, genuinely values-led business where your ideas will be heard and your impact will be real

• A chance to help improve not just how we support our customers, but the actual products we sell

• Working from our Yarraville HQ you’ll enjoy never ending coffee, Tim Tams, and love from our office labradoodle

• Generous staff discounts and product perks

• Supportive team of high performers who work hard, laugh hard, and deeply care

• A development pathway into senior customer experience or product roles as the business grows

Sound like the perfect fit? We’d love to hear from you. Apply now with your Resume and a short note on why this opportunity caught your eye.

To apply, please send us:

• Your resume outlining your experience and skills

• A short cover letter or get creative and send through a short video intro of yourself and why this role excites you

• Include an example of a time you solved a tricky customer or product issue.

Please submit your application via email to [email protected]

We’re reviewing applications as they come in, so don’t wait to apply. We can’t wait to meet you!