CUSTOMER SERVICE LEAD
CONTEMPORARY EYEWEAR | ROSEBAY
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This Sydney-born eyewear label has become a wardrobe essential, loved for its sculptural frames and easy wearability. With a mass global following and a digital-first presence, it’s a brand built on sharp systems behind the scenes and a distinguished product aesthetic in the market. The culture is fast-paced and fluid. You can expect ideas that move quickly, change that is celebrated, and a no-red-tape culture. As the brand scales, there’s genuine scope to shape your own team and career, all within a hybrid working model that offers flexibility and autonomy.
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IN GROWTH WE TRUST: Join a brand that’s scaling with purpose and step in as the first senior customer experience representative.
BALANCED FLOW: Three days in the office, two from home. We love flexibility built into the week.
OPTIMISE FREELY: Join a systems-led, tech-driven environment that empowers smart thinking and prioritises efficiency.
STYLE PERKS: Generous product discounts and gifted eyewear, because working here should look good too.
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2–3 years of experience in customer service, ideally within fashion e-commerce.
Proficient in Shopify; Starshipit; & Gorgias
Excellent written and verbal communication skills.
Strong problem-solving skills and a positive, customer-centric attitude.
Comfortable working both independently and collaboratively.
Ability to manage multiple priorities in a fast-paced environment.
Familiarity with Monday.com or similar project management tools is a plus.
MANAGING CONSULTANT
Leah Pagan, Principal Recruitment Consultant
Contact: Leah@reliergroup.com
THE ROLE
Join a leading fashion eyewear brand with a growing global cult following. Known for trend-setting designs and commitment to quality, they empower individuals to express their unique style through innovative eyewear.
As a key member of the team, you'll be the primary point of contact for our online customers, handling enquiries, returns, repairs, and replacements. You'll also support the operations team in processing and fulfilling orders. This role is perfect for someone who thrives in a fast-paced environment and enjoys both customer interaction and operational tasks.
We’re looking for a proactive team player with strong communication skills, a solutions-focused mindset, and a passion for delivering exceptional service. If you're excited about being part of a growing brand and are ready to make a tangible impact, we’d love to hear from you.
Key Responsibilities
Provide outstanding customer service across multiple channels including email, live chat, and social media.
Manage enquiries related to orders, products, returns, repairs, replacements, and refunds.
Support customers with order placement, changes, and cancellations.
Deliver personalised product recommendations and respond to product queries.
Handle escalated or complex customer concerns with professionalism and a customer-first approach.
Process returns, exchanges, and refunds in line with company policies.
Collaborate with the operations team to assist with order fulfilment and logistics.
Monitor recurring customer issues and recommend process improvements.
Prepare customer service reports to track performance and identify areas for improvement.
Stay informed on new products, current promotions, and brand policies