We are partnering with our client, a leading premium flash sales business operating across Asia, the Middle East, and Australia. The business works directly with luxury brands and official distributors to transform past-season inventory into high-performing, sustainable online sales experiences.
Sustainability is core to the business, with millions of items redirected from landfill through a circular retail model and ongoing CSR initiatives.
About the Role
As the Customer Support Specialist, you will play a central role in delivering a seamless customer experience across online sales and offline events. Acting as a key link between customers, brand partners, and operational teams, you will ensure enquiries are handled efficiently, professionally, and with empathy.
This is a hands-on role suited to someone who enjoys problem-solving, managing high volumes of enquiries, and contributing to continuous process improvement. You will work closely with the E-commerce and Operations teams to resolve issues and maintain strong brand standards across all customer interactions.
Key Responsibilities
Customer support and ticket management
Ticket management: Proactively manage and resolve customer enquiries, ensuring service level agreements and customer satisfaction targets are consistently met
Order support: Use e-commerce platforms such as Shopify to troubleshoot order issues and manage the full order lifecycle
Cross-functional coordination
Strategic liaison: Act as a key point of contact between brand partners and warehouse teams to resolve customer service issues, translating operational updates into clear, customer-ready communication
Internal coordination: Manage daily tasks and cross-department requests, keeping CRM systems and project boards accurate and up to date
CRM and data management
CRM data integrity: Maintain and update customer profiles to support accurate, personalised marketing and support communications
Product and brand support
Product knowledge: Develop strong knowledge of products and sales events to deliver proactive, success-based customer support
Brand integrity and reseller monitoring: Monitor and investigate unauthorised resale activity across secondary platforms and communicate actions to customers clearly and professionally
Continuous improvement and feedback
Process improvement: Identify recurring customer pain points or operational bottlenecks and suggest workflow improvements
Feedback loop: Consolidate customer and point-of-contact feedback into actionable insights for Product and Marketing teams
Offline support
All-hands support: Assist with occasional in-person sales or events as required
Job Details
Location: Sydney CBD
Employment type: Permanent, full-time
Working arrangement: Hybrid of 4 office days per week
