Customer Service Lead

About the role

We are seeking a proactive, customer‑focused Customer Service Lead to join our fast‑growing fashion e‑commerce team. You will be the first point of contact for shoppers, handling enquiries across phone and online channels while ensuring a seamless shopping experience.

Key responsibilities

• Respond promptly and professionally to customer enquiries via phone and digital platforms, reflecting brand values.
• Manage order‑related queries, including missing items, delivery updates, and inventory discrepancies, escalating complex issues when needed.
• Coordinate with Warehouse and Logistics teams to resolve fulfilment and shipment problems.
• Identify natural upselling opportunities during interactions to support revenue goals.
• Review daily order exceptions, flagging missing items or inventory mismatches.
• Prioritise workload to meet daily service benchmarks and e‑commerce shipping cut‑offs.
• Share customer feedback and recurring issues with the team to drive process improvements.

Required profile

• Available to work onsite Monday‑Friday in Rosebery.
• 1–3 years of experience in a customer‑facing role, preferably in e‑commerce or fashion retail.
• Confident communicator with strong phone etiquette and written skills.
• Ability to manage competing priorities in a fast‑paced environment, especially during sales periods.
• Solution‑oriented, reliable, and willing to take initiative while seeking guidance when needed.

Required skills

• Experience with e‑commerce platforms such as Shopify Plus.
• Familiarity with Gorgias, Starshipit, and PostCo tools.

What we offer

• Opportunity to work with one of Australia’s fastest‑growing fashion brands.
• Dynamic, supportive in‑office culture where initiative is recognised.
• Exposure to a high‑growth e‑commerce environment.