This rapidly expanding brand is a movement dedicated to empowering women through style, confidence, and community. With a strong focus on inclusivity, comfort, and effortless fashion, they curate collections that help women feel seen, admired, and embraced at every stage of life. Their mission is to create joyful and uplifting experiences, whether online, in-store or through events, making every woman feel her best. As they continue to grow and innovate, we are looking for talented, experienced and passionate individuals to join their team and help shape the future of a brand that truly makes a difference.
The Role
Reporting into the Customer Experience Manager, this role plays a critical part in overseeing daily customer enquiries, ensuring ticket workflows run smoothly, and delivering a consistently exceptional brand experience across all touchpoints.
This is a hands-on leadership role suited to someone who thrives in fashion retail, understands the importance of customer loyalty, and can balance empathy with efficiency.
Key Responsibilities
* Act as a senior escalation point for complex or sensitive customer issues, ensuring timely and brand-aligned resolutions.
* Support the Customer Experience Manager in maintaining service levels, response times, and quality standards.
* Monitor ticket volumes, trends, and recurring issues, providing insights and recommendations for continuous improvement.
* Ensure accurate and efficient handling of refunds, returns, and exchanges.
* Champion a customer-first culture, leading by example in tone, empathy, and problem-solving.
* Collaborate closely with internal teams including eCommerce, Fulfilment, and Marketing to resolve customer pain points.
* Assist with onboarding and coaching of customer service team members as required.
The Skillset
* Proven experience in a customer experience or customer service role, ideally within fashion or apparel eCommerce.
* Hands-on experience using Gorgias to manage ticket queues, prioritisation, and escalations in a high-volume environment.
* Working knowledge of Shopify for order management, customer history, and issue resolution.
* Excellent written and verbal communication skills, with the ability to adapt tone to align with brand voice.
* Highly organised, detail-oriented, and comfortable juggling multiple priorities.
* Calm, solutions-focused, and resilient when handling complex or time-sensitive customer issues.
* Passionate about fashion, customer loyalty, and delivering seamless end-to-end customer experiences.
The Offer
* Brisbane-based role within a close-knit head office team.
* Parking available.
* Exposure to a growing Australian e-commerce fashion brand.
* Mentorship and career development within merchandising and planning.
* A supportive, down-to-earth culture with strong growth momentum.
Apply today!
#J-18808-Ljbffr