Customer Service Manager

Job Title: Customer Service Manager

Company: Vytelle

Reporting to: Regional Director AustraliaNZ

Direct Reports: NA

Location: Australia Remote

Salary Range: Commensurate with Experience

Status: Fulltime

ABOUT VYTELLE

We are a global biotechnology company
operating at the edge of practical innovation, reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes world class Bovine phenotypic and genotypic data capture system via Vytelle SENSE which enables producers to accurately select desired traits to continually product elite progeny, coupled with Vytelle ADVANCE In Vitro Fertilisation Service, which enhances the speed at which genetic improvement can be made.

ROLE OVERVIEW

We are seeking a Customer Service Manager to lead the endtoend customer journey for Vytelle ADVANCE services in Australia, with seasonal support across New Zealand. This role owns the customer experience before, during, and after OPU, with a clear focus on retaining at least 90% of customers, attracting new customers, ensuring seamless coordination, and acting as the critical link between customers, lab teams, operations, and commercial.

This is not a transactional support role. You will be the face of the customer internally ensuring they feel heard, informed, and supported at every touchpoint. You will be accountable for their success, while championing a culture of empathy, contextsharing, ownership, and continuous improvement.

Customers include onfarm producers and Vytelle satellite partners.

RESPONSIBILITIES

Customer Journey & Experience Ownership

• Be the primary point of contact for all customer communications from booking through to embryo reporting and feedback.
• • Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes
  • • Own pre, during and postOPU followups including data collection, rebooking discussions, and satisfaction checks.
    • • Proactively gather and use customer feedback to drive improvements in experience and retention.
      • • Build strong, empathetic relationships based on trust, transparency, and responsiveness.
        • • Onboard, train and drive the Vytelle.io experience and use of RSVP tool

          • CrossFunctional Coordination

            • Coordinate across internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer.
            • • Support Field Ops with accurate, timely information for travel, logistics, and materials planning.
              • • Liaise with customers to confirm matings, semen details, paperwork, and service logistics.

                • Process, Reporting & Retention

                  • Drive process discipline, using tools like HubSpot CRM and Vytelle.io for tracking leads, interactions, and service tickets.
                  • • Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications.
                    • • Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness.
                      • • Own regional ticketing system working across departments to drive prevention, triage, remedy and communication

                        • Regional Support

                          • Lead customer coordination for Australia, and support New Zealand teams during peak IVF periods.
                          • • Assist in aligning lab and customer schedules to meet regional demand

                            • KEY ATTRIBUTES & EXPECTATIONS

                              We are looking for a team member who:

                              • Leads with empathy, builds context, and acts as a connector across people and functions.
                              • • Shows strong accountability and a bias for action — never dropping the ball.
                                • • Thrives on problemsolving and creating clarity in fastpaced, highprecision environments.
                                  • • Drives customer retention and loyalty through value, trust, and proactive service.
                                    • • Feels responsible for contributing to culture, outcomes, and overall company success — not just their own tasks.

                                      • 
                                        
                                        

                                        Vytelle’s Core Values

                                        Leadership: Inspire and serve and seek the best in each other

                                        Endurance: Pacesetter, takes action and realises results

                                        Pioneer: Infinitely curious, catalyst and listens for ideas

                                        Love: Contagious passion for customers and our purpose

                                        Ability to adopt and adhere to Vytelle’s Foundation: The Common Thread of Integrity, Respect and Trust

                                        In addition to:

                                        Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company’s effectiveness.

                                        Team Member Orientation:
                                        Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.

                                        Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

                                        
                                        
                                        

                                        SKILLS AND ATTRIBUTES

                                        Required:

                                        • Proven success in customer success, service, or coordination role.
                                        • • Strong verbal and written communication with an emphasis on listening and empathy.
                                          • • Excellent time management, prioritisation, and detail orientation.
                                            • • Confident navigating systems (CRM, ticketing, customer software).
                                              • • Ability to travel occasionally as required.

                                                • Preferred:

                                                  • Knowledge of bovine reproduction, IVF
                                                    or cattle industry.
                                                  • Experience working with agriculturallife sciences organisations.
                                                  • • Located in or near Brisbane or Melbourne labs (preferred but not essential)

                                                    • 
                                                      

                                                      EXPERIENCE AND QUALIFICATIONS

                                                      • Bachelor’s degree or equivalent
                                                      • • Proven success in a customer support role
                                                        • • Knowledge and use of customer service software and ticketing systems
                                                          • Located in one of our labs with travel as appropriate to Vytelle labs

                                                          • 
                                                            

                                                            PHYSICAL, MENTAL and EMOTIONAL DEMANDS

                                                            • Extended periods of sitting and working at a computer andor on the phone.
                                                            • • While the role is primarily remote, some inperson collaboration may be necessary.
                                                              • • Requires the ability to manage and prioritize multiple tasks at any given time in a fastpaced, and sometimes, high pressure environment.
                                                                • • Requires highlevel team and crossfunctional collaboration across multiple internal departments.
                                                                  • • Support and contribution to team culture by fostering an environment of trust, transparency and accountability.
                                                                    • • This role requires the flexibility to work outside of traditional office hours as needed to accommodate customers, time zone differences and peak operational demands.
                                                                      • • Some travel is required for this role approximately15%

                                                                        • 
                                                                          

                                                                          EQUAL EMPLOYMENT OPPORTUNITY POLICY

                                                                          Vytelle is an equal opportunity employer. We are committed to diversity and inclusion in the workplace and welcome applications from all qualified individuals.