Customer Experience Lead

2 days ago

Sydney, New South Wales, Australia TSHR Full time $60,000 - $90,000 per year

The Company

A premium fashion accessories brand with a growing global following — known for trend-setting designs, timeless silhouettes, and commitment to quality craftsmanship that blends fashion, confidence, and creativity. Whilst the business is still small, it is growing rapidly, so needing an experienced Customer Service Lead to own the customer service & order fulfillment space.

About the Role

You'll be the friendly, solutions-focused voice of the brand— managing customer enquiries, returns, and repairs while ensuring every order is processed and delivered seamlessly.

This role sits at the intersection of
customer experience and operations
, perfect for someone who loves variety, thrives in a fast-paced environment, and takes pride in delivering excellence.

What You'll Do

  • Deliver exceptional customer service across email, live chat, and social channels.
  • Manage enquiries around orders, returns, repairs, and refunds.
  • Support order fulfilment and logistics to ensure timely, accurate dispatches.
  • Process returns and exchanges in line with company policies.
  • Identify recurring issues and suggest process improvements.
  • Stay across product launches, brand campaigns, and promotions.

About You

We're looking for someone ready to take full ownership of the role — a hands-on position with the opportunity to grow and eventually lead the customer service team.

  • 2–3 years' experience in
    customer service
    , ideally within
    fashion eCommerce
    .
  • Proficient in
    Shopify
    and
    Starshipit
    (Gorgias experience a plus).
  • Experience implementing new policies and procedures that have improved business processes.
  • Experience leading a team is highly beneficial.

Why You'll Love It

  • Be part of a fast-growing, design-led fashion brand.
  • Run and own the customer service department.
  • Enjoy opportunities for growth and career development.
  • Work in a collaborative, supportive, and energetic environment.
  • Eastern Suburbs based position with relocation to the Inner West in the new year.

APPLY NOW or send your CV to

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