Customer Experience Assistant Manager

2 weeks ago

Burleigh Heads, Queensland, Australia Outcast Full time $90,000 - $120,000 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

  • Customer Experience Lead

    2 weeks ago

    Burleigh Heads, Queensland, Australia Move With Us Full time $80,000 - $120,000 per year

    SUMMARYMove With Usis on a mission to empower women to build stronger minds, bodies and habits along their personal health journey. Through our popular Move With Us App, we have created a movement that has transformed the lives of hundreds of thousands of women worldwide. And we're just getting warmed upWe are seeking a customer-obsessed Customer Experience...

  • Membership Experience Manager

    2 weeks ago

    Burleigh Heads, Queensland, Australia 3RD HOME Limited Full time $90,000 - $120,000 per year

    About the RoleWe are seeking a confident and commercially focused Membership Experience Manager to join our growing team at ThirdHome, an exclusive travel club for high-net-worth individuals. This full-time role is based at our Burleigh Heads office and plays a key part in driving revenue, enhancing member engagement, and delivering exceptional service to...

  • Customer Service Assistant

    3 days ago

    Burleigh Heads, Queensland, Australia Dolo Ent PTY LTD Full time $49,900 per year

    Join our dynamic team as a Customer Service AgentWe are on the lookout for a friendly and professional individual to assist with responding to both emails and phone inquiries, as well as walk in customers.At our company, we take pride in offering high-quality coffee accessories and expert repair services for coffee machines. If you're passionate about coffee...

  • Warehouse/Customer Service Assistant

    2 weeks ago

    Burleigh Heads, Queensland, Australia Bescher Full time $52,000 per year

    About the Role:We are seeking a motivated and enthusiastic individual to join our team as a part-time Warehouse/Customer Service Assistant. This is an exciting opportunity to gain practical, on-the-job experience while completing a nationally recognised Certificate III in Business.As a trainee, you will learn all aspects of business operations, including...

  • Assistant Manager

    2 weeks ago

    Burleigh Heads, Queensland, Australia SCT Drive Thru Full time $72,000 - $77,000 per year

    Betty's Burgers is a classic burger shack experience, showcasing the freshest and most delicious burgers in town. Together with our mouth-watering burgers, our menu also features our homemade ice-cream.Betty's is continuing to grow with more and more people wanting to be a part of the Betty's experience. We are now seeking an experienced hospitality...

  • Customer Sales

    7 days ago

    Burleigh Heads, Queensland, Australia Repco Australia - A Division of GPC Asia Pacific Full time $40,000 - $60,000 per year

    Customer Sales & Service / Retail Assistant About the role: This Casual role requires Saturday availability & penalty rates will apply A valid drivers licence is needed as driving will be required At Repco we want to ensure that each customer has a great shopping experience in person, over the phone, and online. As a Retail Assistant (Customer Sales &...

  • Assistant Restaurant Manager

    2 weeks ago

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

    Company DescriptionMondrian is a way of travel. With its groundbreaking design and progressive programming, it is a "must" destination for locals or travellers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals...

  • Assistant Restaurant Manager

    5 days ago

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

    Company DescriptionMondrian is a way of travel. With its groundbreaking design and progressive programming, it is a "must" destination for locals or travellers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals...

  • Fast Food Assistant Restaurant Manager – Burleigh Heads

    2 weeks ago

    Burleigh Heads, Queensland, Australia The Yiros Shop Full time $60,000 - $90,000 per year

    Company Description The Yiros Shop is more than just a fast-food restaurant chain; we are a family-owned brand dedicated to bringing the authentic tastes of Greece to every customer. We're looking for a passionate and driven Assistant Restaurant Manager to help lead the way in creating an unforgettable dining experience at The Yiros Shop Burleigh Heads....

  • Customer Service Assitant

    3 days ago

    Burleigh Heads, Queensland, Australia Dolo Ent PTY LTD Full time $49,900 - $82,527 per year

    Join our dynamic team as a Customer Service AgentWe are on the lookout for a friendly and professional individual to assist with responding to both emails and phone inquiries, as well as walk in customers.At our company, we take pride in offering high-quality coffee accessories and expert repair services for coffee machines. If you're passionate about coffee...