Customer Experience & Community Coordinator
HybridSurry Hills, New South Wales, Australia
Job Summary
Respond to global customer queries through the helpdesk system, manage live chat sales, and moderate product/service reviews while maintaining CX data integrity. Build and grow the Boody Community Group on Meta and across social channels, engaging with comments and DMs in an on-brand manner. Distill customer feedback from digital and IRL interactions into actionable insights for product design, website improvements, and AI knowledge base updates. Collaborate with Product, Digital, and Marketing teams to optimize the on-site shopping experience and ensure consistent product education. This role offers exposure to all business functions within a B-Corp organization. The position is full-time with a hybrid WFH/WFO schedule based in Surry Hills.
Required Qualifications
- 2+ years experience in a customer experience role
- ideally in a customer focused eCommerce business
- A passion for interacting with people, asking them questions, and learning about what's really important to them
- A passion for Social Media, influencers and trends
- An ability to balance the Art and the Science in decision making
- using both subjective gut feel intuition and commercial data sets to form an opinion and a path forward
- A high and almost obsessive attention to detail
- confident working independently and as part of a team to problem solve creatively and proactively
- Confidence engaging in brand and community events
- ability to represent a brand in an engaging way
- including at times being in front of camera
- Ability to work in a fast-paced environment
- collaborate with various departments and stakeholders
- Excellent written and verbal communication skills
- Highly collaborative
- ability to work cross-functionally with multiple teams
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