About Our Client 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 Start date: ASAP Requirements Requirements 1 to 3 years’ experience in a customer support or customer experience role, ideally within e-commerce Hands-on experience using customer service ticketing systems Strong reporting and administrative skills using Microsoft Office and Google Workspace Exposure to e-commerce platforms such as Shopify, BigCommerce, or Magento is advantageous Excellent written and verbal English communication skills, with the ability to adapt tone to a premium brand environment Who You Are A proactive problem solver who looks for solutions rather than just reporting issues An empathetic communicator who balances technical detail with clear, human interaction Highly organised and adaptable, thriving in fast-paced environments A collaborative team player who values transparency and shared success Benefits What’s On Offer Exposure to an international e-commerce business and luxury brand portfolio Hands-on experience across both online and offline retail operations Mentorship and development with opportunities for increased responsibility A role with real impact on customer experience and brand integrity
