Customer Care Specialist

Great with people. Quick with tech. Loves getting things sorted.

Motto is a founder led Australian fashion brand with a seriously loyal community, a thriving ecommerce business and stores across Victoria.

We make bold fashion for women who want to feel bloody good in what they wear. And how we look after our customers matters just as much as the clothes.

We’re looking for a Customer Care Specialist to join our HQ team.

This is a hands on role across Customer Care, community management and our daily livestreams. You’ll help customers, solve problems, manage our social community and play an important behind the scenes role in bringing our Motto Lives to life.

You’ll report to our Customer Care Manager and work closely with our ecommerce, social, warehouse and retail teams.

What does a day actually look like?

You might start your morning working through customer emails and messages.

One customer needs help choosing between two sizes. Another wants you to track down a parcel. Someone needs an exchange, while another has received a faulty item and needs you to find the best solution.

A customer might message after seeing our mother and daughter owners and faces of the brand wearing something on Facebook and want to know what it is. A VIP might be trying to track down a sold out piece, so you’re checking with our warehouse or stores to see what you can do.

You’ll also manage conversations across our social channels, answering questions, responding to comments and looking after the community that has grown around Motto.

Then there are our daily livestreams. Our Lives are a big part of how we connect with our customers, and you’ll help own their daily execution.

Think of it as a mini look into live production. You’ll prepare the physical set and garments, set up the tech, organise product links and comment to DM automations and test everything before we hit LIVE.

During the broadcast, you’ll monitor comments and questions, support our presenters and help troubleshoot anything that comes up.

It’s Customer Care at its core, with genuine exposure to ecommerce, social commerce, community and live production.

What you’ll get your hands on

Customer Care & Community

• Managing enquiries across email, phone, text, messaging and social

• Helping with orders, deliveries, returns, exchanges, refunds and online credits

• Investigating missing parcels, incorrect orders and faulty products

• Advising customers on fit, sizing, fabric, styling and product

• Helping customers find products they’ve seen online, on social or during our Lives

• Answering stock, restock, website, checkout and promotion questions

• Looking after our loyal and VIP customers

• Managing day to day community engagement across Facebook and Instagram

• Working with our warehouse and stores to get customer issues sorted

Daily Livestreams

• Preparing the physical Live space, garments and products

• Setting up and checking the technology before each broadcast

• Preparing product links, automations and trigger words

• Testing the customer journey before we go live

• Monitoring comments and questions during the broadcast

• Supporting presenters with customer and product information

• Troubleshooting basic technical issues

• Managing post Live customer follow up

You don’t need to know how to produce a livestream on day one. We’ll teach you. We want someone who enjoys being behind the scenes making things happen and can eventually take real ownership of the process.

We also want you to make things better. If you notice the same customer problem happening again and again, we don’t just want you answering it. We want you asking why.

You’ll help improve FAQs, templates and workflows, identify opportunities for automation and feed customer insights back to the wider team.

We want someone who sees a problem, works out how to fix it and then thinks about how we can stop it happening again.

Who we’re looking for

You’ll probably have around 1 to 3 years’ experience in customer service, ecommerce, retail, fashion, hospitality, social media or another fast paced customer environment.

You’re naturally good with people, communicate warmly and know how to handle a frustrated customer without getting flustered.

You take ownership. If you don’t know the answer, you’ll investigate, ask the right person and follow it through rather than simply passing the problem along.

You also need to be genuinely comfortable with technology. You’ll move between Shopify, social platforms, messaging tools, livestream technology and automations. You don’t need to know everything on day one, but you should learn systems quickly and enjoy figuring things out.

You can juggle several things at once without losing the details, use good judgement and know when to make the call yourself and when to ask for help.

And you’ll need an interest in fashion and helping women feel great in what they wear. You don’t need to be a stylist. We’ll teach you our product, but you should enjoy helping someone find what works for her.

Why Motto?

We’re a close knit, founder owned Australian business with plenty happening.

Customer Care sits right in the middle of it. You’ll see what customers love, what they’re struggling with and what we could be doing better.

Because our customers interact with Motto everywhere, from an email about a return to commenting during a Live, this role goes well beyond a traditional customer service inbox.

You’ll get exposure to customer experience, fashion, ecommerce, community management, social commerce, livestream production and automation.

You’ll be trusted to get on with your job, encouraged to speak up when you see a better way and given opportunities to take on more ownership as you grow.

Most importantly, we genuinely care about the women who shop with us. We want our customers to finish an interaction feeling like someone at Motto actually cared about helping them.