Outcast Clothing is a fast-growing global eCommerce fashion brand with offices on the Gold Coast and in Los Angeles. We create bold, statement fashion for confident, fearless women and are driven by creativity, growth, and a people-first culture where ideas move quickly and collaboration matters. Position Summary Outcast is looking for a proactive, solutions-focused Customer Experience Assistant Manager (2IC) to join our fast-paced eCommerce team for a 12-month maternity leave cover. Acting as second-in-charge to the Customer Experience Manager, you’ll play a hands-on leadership role, supporting our Customer Experience Agents, managing complex enquiries, and driving process improvements across every customer touchpoint. This is a fantastic opportunity for someone who thrives in digital customer service, enjoys problem-solving, and is passionate about delivering standout customer experiences every time. Key Responsibilities Lead and support the Customer Experience Agents to deliver timely, empathetic, and solution-focused support across email, live chat, social media, and review platforms. Manage escalations and complex customer issues, monitoring resolution times, CSAT/NPS scores, and customer sentiment. Ensure brand tone, service standards, and CX consistency across all touchpoints. Coach, train, and motivate CX Agents to achieve daily KPIs, while assisting with resourcing, task allocation, and prioritisation. Step into leadership responsibilities in the absence of the CX Manager. Identify CX pain points across Fulfilment, Inventory, eCommerce, and Merch teams, and contribute to workflow improvements, SOP updates, and CX projects. Skills & Experience 2 years’ experience in digital or eCommerce customer support Organised, calm under pressure, and naturally solutions-driven Strong written and verbal communication skills Experience with CX tools such as Gorgias, Shopify, Loop Returns, and Yotpo (highly desirable) Confidence handling escalations and supporting team members A proactive, adaptable approach in a fast-paced environment Exposure to international markets or 3PL operations (preferred) Why Join Outcast? At Outcast, we’re fearless, creative, and unapologetically bold. We move fast, collaborate closely, and back our people to grow, take ownership, and make an impact. You’ll be joining a passionate team where your voice is heard and your ideas matter. New office on the Gold Coast Generous leave entitlements Fully stocked kitchen and refreshments Staff discounts on products Hybrid working much more
