Customer Service & Community Manager

Part-Time Customer Service & Community Manager — Swimwear Brand (Long-Term)

Job Type: Part-time (approx. 20 hours/week)
Salary: 500 USD per month based on 20 hours per week ($6 per hour)
Schedule: 4 hours per day during business hours AEST, Monday - Friday

About Us

We're Fearless Swimwear — an Australian e-commerce swimwear brand built on making women feel confident and comfortable in their bodies. Our customers are at the heart of everything we do, and the way we talk to them matters: friendly, casual, empathetic, empowering, and real. We're a small, close-knit team, and we're looking for someone who genuinely cares about people to be the voice our customers hear.

This is a long-term role for the right person. If you love helping people, take pride in a tidy inbox, and want to grow with a brand that treats its team well — we'd love to meet you.

What You'll Do

Customer Success & Experience

Serve as the primary point of contact for customer inquiries via email , chat, and social media, ensuring timely, warm, and solution-focused responses.
Uphold the Fearless brand voice — friendly, casual, empathetic, empowering, and real — in all customer communications.
Manage returns, exchanges, and fit-related queries in line with Fearless policies, ensuring customers feel supported and satisfied.
Anticipate and identify recurring issues or customer pain points, and proactively suggest process improvements.
Maintain a positive, customer-first approach even in challenging interactions, using empathy and professionalism to de-escalate where needed.
Monitor post-purchase satisfaction and gather testimonials, reviews, and fit feedback to improve future experiences.

Operational & Administrative Support

Maintain accurate and up-to-date records in customer support tools and systems.
Monitor inventory-related inquiries and liaise with the operations team to resolve stock or fulfillment issues.
Track and report key customer service metrics (response time, satisfaction rate, common issues) to leadership.
Support launches, campaigns, or special projects requiring customer communication and feedback coordination.

What We're Looking For

Excellent written English — clear, warm, and natural. This is the #1 requirement. You'll be the voice of our brand.
Previous customer service experience, ideally for an e-commerce, retail, or DTC brand.
A genuine, empathetic communicator who can stay calm, kind, and professional — even with a frustrated customer.
Organised and reliable — you follow up, you keep records tidy, and things don't slip through the cracks.
Proactive problem-solver who spots patterns and suggests better ways of doing things, rather than just clearing tickets.
Comfortable working independently with minimal supervision, and communicating clearly with a remote team.
Stable internet connection and a quiet space to work.

Tools You'll Use (experience is a big plus)

Re:amaze (or similar helpdesk — Gorgias, Zendesk, Gladly, etc.)
Shopify — order lookups, returns, exchanges, refunds
Instagram / social media DMs & comments
Gmail & Slack for communication and internal coordination

Why You'll Like Working With Us

A supportive, friendly team that values you as a person, not just a worker.
Long-term, stable role with room to grow as the brand grows.
Meaningful work for a brand with a mission you can feel good about.
Clear processes and a leader who communicates well and respects your time.

How to Apply

Please don't send a generic application — we read every one. To apply:

Start your reply with the word "CONFIDENT" so we know you read this whole post.

Briefly tell us about your customer service experience, especially any e-commerce or fashion/retail brands.

Tell us which of the tools above you've used (Re:amaze, Shopify, Instagram, Gmail, Slack).

Answer this: A customer messages angrily because the swimsuit she ordered for a holiday hasn't arrived and she leaves in 3 days. Write the reply you'd send her — in your own words.

We're genuinely excited to find the right person.

Applications that follow the steps above go straight to the top of our list.