CUSTOMER SERVICE MANAGER

CONTEMPORARY EYEWEAR | SYDNEY

• Brand Story

  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.

• Our Favourite Things About Working for this Client

  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.

• You’re a fit if you…

  • 5+ years of experience in customer service, within fashion e-commerce.

  • Proficient in Shopify and Starshipit; experience with Gorgias preferred.

  • 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

As a key member of our team, you'll be the primary point of contact for all online customers, handling enquiries, returns, repairs, and replacements. You will support the operations team in processing and fulfilling orders. This hybrid 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 are excited about being part of a growing brand and are ready to make a tangible impact, and implement change, this ones for 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