About Kathmandu…
Kathmandu is a leading global outdoor brand whose journey began in Aotearoa, New Zealand in 1987. We believe out there is where we thrive. It liberates, challenges, and inspires us. Our gear is built to empower, so more people can embrace adventure. It’s tested in New Zealand’s wildest conditions — because if it performs here, it can handle anywhere. As a proud certified B Corp, we prioritise people and planet in everything we do — out of respect for the natural world that inspires us. Our pioneering approach to sustainable innovation ensures every product is built to perform and made with a lighter impact on the environment.
We’ve been out there for almost 40 years living our best lives. Now you can too. Join us on our mission to improve the wellbeing of the world through the great outdoors.

QUALIFICATION & EXPERIENCE REQUIREMENTS:

• Experience in customer service leadership, ideally in retail or e-commerce.
• Experience with internet-based ordering, customer management tools and browser-based applications.
• Passion for the outdoors, travel, or adventure.
• Experience in coaching and inducting team members to train and develop their Customer Service skills and technical knowledge
  Ready to join us?
  To apply now, click the link to submit your CV and cover letter. Review of applications will begin immediately and will continue until the position is filled.
  Diversity, Inclusion & Belonging at KMD Brands
  At KMD Brands, we believe that diversity makes us stronger. We’re committed to building an inclusive workplace where everyone feels valued, respected, and empowered to be themselves.
  We celebrate the unique backgrounds, experiences, and perspectives of our people — across age, gender, identity, race, sexual orientation, ethnicity, and physical and mental ability. We know that when our team reflects the communities we serve, we create better outcomes for everyone.
  We proudly acknowledge and pay respect to the Traditional Owners and ongoing custodians of the lands on which we live and work — including Aboriginal and Torres Strait Islander peoples in Australia, and Māori peoples in Aotearoa New Zealand. Their enduring connection to land, waters, and culture continues to inspire and guide us.
  Join us in shaping a workplace where everyone belongs.
  Apply here and join us

A LITTLE BIT ABOUT THE ROLE:

We have an exciting opportunity to join Kathmandu as the Senior Customer Service Officer in our Christchurch Head Office! This role involves a balanced focus on supervising and coaching the Customer Service team in partnership with the Customer Service Centre (CSC) Manager. It also includes contributing to the development and refinement of business processes, procedures, and reporting frameworks to ensure the consistent delivery of agreed service levels across all designated contact channels and marketplaces.
As a Senior Customer Service Officer, you’ll lead and coach a high-performing team, resolve complex customer queries, and drive continuous improvement. You’ll be the first point of escalation, make impactful decisions daily, and help shape the future of our customer service operations, for our customers who are based all over the world from Europe to the US, South America and Australasia!

DAY TO DAY RESPONSIBILITIES INCLUDE:

• Lead and support the Customer Service team to deliver seamless customer experiences.
• Manage daily operations using Workforce Management and Contact Centre systems.
• Analyse performance metrics and report insights to drive service excellence.
• Resolve escalated customer issues and ensure timely, professional outcomes.
• Support recruitment, onboarding, and training of team members.
• Providing support to New Zealand and Australian stores
• Displaying the Kathmandu values of Joyfulness, Openness and Courage always.