Customer Experience Assistant Manager

2 weeks ago

Burleigh Heads, Queensland, Australia Outcast Full time $60,000 - $80,000 per year

Outcast is seeking a proactive and solutions-focused Customer Experience Assistant Manager to support the day-to-day performance of our customer experience function. Acting as 2IC to the Customer Experience Manager, this role is critical in delivering exceptional service across all customer touch points and driving internal process excellence to support our fast-paced eCommerce operations.

You will be a frontline leader for our Customer Experience Agents, ensuring daily service level targets are met while contributing to continuous improvements across our systems, tools, and communications. You'll bring strong digital customer service experience, and be passionate about delivering customer satisfaction in every interaction.

Key Responsibilities

  • Deliver timely, empathetic, and solution-oriented customer support via email, live chat, social media, and review platforms.
  • Resolve high-priority and complex inquiries with minimal supervision.
  • Oversee resolution times, NPS/CSAT scores, and customer sentiment, ensuring our brand tone and standards are maintained across all interactions.

Team Leadership & Support

  • Act as the back up point of contact for Customer Experience Agents, providing guidance and escalations support.
  • Support the Customer Service Manager in coaching, training, and motivating the team to achieve daily performance metrics and KPIs.
  • Help manage resourcing and daily task allocation based on volume and service priorities.

Process Ownership & Cross-Functional Collaboration

  • Support optimisation of workflows for VIP & Loyalty support (Yotpo), and Loop Returns.
  • Identify and escalate CX pain points across fulfilment, inventory, and returns to relevant teams (Operations, eCom, Merch).
  • Assist in documenting and refining internal SOPs and macros for efficiency and brand alignment.
  • Contribute to CX improvement projects and post-mortems following high-volume periods or incidents.

Skills & Attributes

  • Highly developed written and verbal communication skills.
  • Strong problem-solving ability and a proactive mindset.
  • Naturally organised and able to prioritise competing needs in a fast-paced, ever-changing environment.
  • Passionate about customer experience and upholding brand values through exceptional service.
  • A team player who leads by example and champions collaboration.

Experience

  • 2 years experience in digital/eCommerce customer support roles.
  • Experience working with CX platforms such as Gorgias, Shopify, Loop Returns, and Yotpo is highly desirable.
  • Previous exposure to international markets and/or working with 3PL partners preferred.
  • Experience supporting or coaching team members, even informally, is advantageous.

Tools & Platforms We Use

  • Gorgias (CX Helpdesk)
  • Shopify Plus (eCommerce)
  • Loop Returns (Returns)
  • Yotpo (Loyalty & Reviews)
  • Shipmonk (3PL Integration)
  • Slack,

Benefits

  • Close knit team who loves to have fun
  • New modern office
  • Regular team events
  • Brand new MacBooks
  • Highly competitive salary
  • Be a part of a fast paced, positive and evolving fashion brand
  • Generous Staff Discount

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