customer happiness manager

2 weeks ago

Millers Point, New South Wales, Australia SHE-com Full time $40,000 - $80,000 per year

Customer Happiness Manager

Location: Remote

Role Type: Part-Time or Full-Time

About The Role
At SHE-com, we're all about creating a supportive, empowering experience for every woman in our community. As our
Customer Happiness Coordinator
, you'll be the friendly face behind the inbox. You'll own the flow of communication, ensuring that every customer email gets seen, triaged, and responded to by the right person. You don't need to fix everything yourself—you're the calm, organised traffic controller making sure every client gets what they need, fast.

Key Responsibilities
Inbox Management and Triage

  • Monitor and manage the main customer support inbox daily.
  • Triage every request or message to the appropriate team member or department.
  • Use judgement to determine urgency and ensure nothing slips through the cracks.
  • Maintain tagging, labelling, or ticketing systems to keep inbox workflow clear and structured.

Client Liaison and Communication

  • Be the first point of contact for all incoming customer queries.
  • Respond with empathy and professionalism, providing updates and timeframes if the issue is being handed off.
  • Represent the SHE-com tone of voice—friendly, clear, supportive, and no fluff.

Issue Identification and Trends

  • Identify recurring client questions or concerns and share them with the relevant team for long-term solutions.
  • Flag tech issues, broken links, or bugs to operations or tech support.
  • Communicate cancellation or pause requests to the relevant internal team (you don't action them, but ensure they're seen).

Collaboration and Support

  • Work closely with the coaching team, operations, tech, and finance to ensure smooth communication between departments.
  • Maintain clear internal notes and follow-up actions to make it easy for others to pick up tasks where needed.
  • Suggest improvements to inbox flow, FAQs, or automated responses to enhance the client experience.

Who You Are

  • Exceptionally organised and calm under pressure.
  • Excellent written communicator with a naturally friendly tone.
  • Tech confident and able to pick up new platforms quickly.
  • Loves solving puzzles, clarifying chaos, and making things easier for others.
  • Understands the value of every customer feeling seen and supported, even if their issue is not fixed on the spot.

How To Apply
Join a business with heart and a mission. Help us build a team that helps women change their lives through e-commerce.
Send us your CV, and instead of a cover letter, pop over a short video (2 minutes max) introducing yourself and telling us why you're perfect for this role. We want to hear your energy. Send to with the subject line "
Your New Customer Happiness Manager
".

SHE-com is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment where everyone feels supported.

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