The Company

A premium fashion accessories brand with a growing global following - known for trend-setting designs, timeless silhouettes, and a commitment to quality craftsmanship that blends fashion, confidence, and creativity.

While still a small team, the business is scaling rapidly, creating an exciting opportunity for an experienced Customer Service Lead to take full ownership of the customer experience and order fulfilment function.

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 is a hands-on, standalone role sitting at the intersection of customer experience and operations. It's ideal for someone who thrives in a fast-paced, evolving environment and enjoys building, improving, and owning processes from the ground up.

• Deliver high-quality customer service across all channels (email, live chat, social)
• Manage customer enquiries including orders, returns, repairs, and refunds
• Oversee order fulfilment and ensure accurate, timely dispatch
• Continuously improve the customer journey through insights, problem-solving, and process enhancements
• Support business growth by collaborating on launches, optimising systems/automation, and driving customer engagement initiatives

About You

We're looking for someone who is confident working autonomously and ready to truly own this function - with the opportunity to grow into a leadership role as the business scales.

• 2-4 years' experience in hands-on eCommerce customer service at a leadership capacity
• Fashion/retail experience is a must
• Highly mature, proactive, and self-sufficient - comfortable as the sole operator
• Experience with ticketing systems (e.g. Gorgias, Zendesk or similar)
• Exposure to Shopify and fulfilment platforms (e.g. Starshipit) is highly regarded
• Resilient, calm under pressure, and confident managing challenging customer interactions
• A genuine passion for customer service - not a stepping stone into marketing or content

Why You'll Love It

• Be part of a fast-growing, design-led fashion brand, joining a passionate team where your impact will be immediate and visible
• Take full ownership of the customer service function
• Opportunity to shape processes and build out the function as the business grows
• Collaborative, supportive, and energetic team culture

APPLY NOW or send your CV to emmac@tshr.com.au