About Sleeping Duck

Founded in 2014, Sleeping Duck has seen significant growth over the past few years. Multiple award-winners across Product and Service, we're now a 60+ person team including Marketing, Product Development, Supply Chain, Customer Experience and Technology, and are growing!

We are a pretty chilled bunch with an amazing culture and positive energy around the office. All our duckies including our founders have a good work/life balance, the space to be themselves, share ideas and feel part of something great where you can be proud to say you work at Sleeping Duck!

With ambitious plans for our people and our products, we look forward to continuing to make the sleep experience personal and exciting!

Customer Experience @ Sleeping Duck

Our award-winning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality, timely and memorable world-class customer experience for each and every customer.

How do we achieve that? Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products, assisting with a pre-sale enquiry, liaising with our supply chain team and delivery partners to ensure orders are on track, and assisting the customer with any post-sale support such as customising the product.

We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections, prioritising the quality of the experience over the speed of it.

What’s the role all about?

Our CX Specialists sit at the heart of the Sleeping Duck, managing a variety of pre and post sale enquiries from customers. We are a passionate team who work together to deliver great customer experiences.

  • Manage a variety of inbound customer enquiries including, but not limited to; phone calls, sms, emails, live chat, socials
  • Engage and build relationships with our customers through the pre-sale and post-sale journey.
  • Identify recurring issues and report them to the wider business.
  • Continuously learn and improve on your own skills.
  • Innovate to improve on the current experience.

People who we’d love to work with

  • Great communicators with active listening skills that can identify customer needs and provide appropriate solutions
  • Qualities such as empathy, open-mindedness and ambition
  • A warm energy, and enthusiasm to learn
  • Ability to adapt in a fast moving environment
  • Be tech-savvy
  • Availability to work one weekend day on a rotating roster if required
  • Enthusiastic and passionate - we love what we do and we want a team player who loves what they do

If you don’t tick every box, please don’t count yourself out just yet. We’ve seen the research that women and other people in underrepresented groups tend to only apply when they tick all the boxes. We’re all about hiring the right person rather than ticking boxes – so if this role resonates with you, please apply!

Why waking up and working at Sleeping Duck is so good

  • An opportunity to be part of our evolving story and join an innovative and fast growing startup
  • A supportive team that truly cares about each other with a full 3 week customer experience training into the Sleeping Duck way to get you up to speed
  • The ability to develop your skills and experience beyond customer experience
  • An open-minded, forward-thinking and inclusive culture
  • Modern and funky work environment with massage chairs 💤, free snacks 😋, end of trip facilities🚿 and a beautiful outdoor terrace 🌴 at our head office in Prahran
  • Amazing employee benefits including; flexible work arrangements, wfh options, 1 wellness day every 2 months (no questions asked), brand new macbook, learning and development budget and generous leave entitlements
  • Work from Anywhere policy - allowing you to work anywhere in the world for up to 4 weeks per year
  • To really live the SD life we will gift you a mattress to take home after your successful 3 months probation and generous discounts for family and friends

Did you doze off or have we got your attention? If you are interested, awesome, just submit your resume and we will take a look!

It doesn't matter if you're a side-sleeper, a back sleeper or an insomniac, we welcome sleepers of all backgrounds at Sleeping Duck. We're proud to recruit, develop, celebrate, and retain the most talented individuals from a variety of backgrounds.