Customer Support Specialist - E-commerce / Retail

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