Camile & Stone is one of Australia's fastest-growing jewellery brands — known for our waterproof, tarnish-free pieces and a fiercely loyal customer base. As we scale, we're looking for a rare dual-threat: a senior customer service leader who can build best-in-class systems and show up on camera (or behind it) to create authentic, scroll-stopping content.

- This isn't a ticket-answering role, and it isn't just a content role. It's a unique opportunity to own two high-impact functions at one of Australia's most exciting DTC brands — reporting directly to the founder.

The Role

You’ll lead our customer service operation from a strategic level — reducing ticket volume, protecting our margins, and building the systems and team structure that make every customer interaction exceptional. Alongside this, you’ll be creating daily UGC and EGC content that brings the brand to life authentically — whether that’s wearing the pieces, filming behind-the-scenes, or capturing content that our community actually wants to watch.

What You’ll Own

- Strategic CS Leadership Audit and reshape our entire customer service function. Identify root causes behind ticket volume, map the customer journey for friction points, and build a roadmap to resolve issues at the source — not just at the inbox.
- Gorgias Optimisation Own our Gorgias setup at an advanced level — macros, rules, tagging, AI agents, automations, and reporting. Continuously refine workflows to drive down first response time, resolution time, and overall ticket volume.
- Refund & Margin Protection Track refund percentages weekly and analyse abuse patterns. Improve store credit conversion rates, reduce unnecessary goodwill refunds, and build a structured escalation framework that protects both the customer relationship and our margins.
- Staffing & Team Management Assess and manage CS team structure — hiring, rostering, training, and performance management. Set the standard for tone, quality,



and speed across the team.
- Reporting & Proactive Issue Flagging Deliver a weekly dashboard to the founder covering ticket volume, first response time, refund trends, top complaint categories, Trustpilot sentiment, and escalation cases. Flag emerging issues before they escalated publicly.
- Cross‑Department Collaboration Work with warehouse, marketing, and product to resolve systemic issues at the source. You’re the connective tissue between what customers experience and what the business needs to act on.
- Daily UGC & EGC Content Creation Film, photograph, and edit daily content featuring Camile & Stone pieces — think try‑ons, styling videos, behind‑the‑scenes, and honest “real girl” content that converts. You’re comfortable on camera, know what performs on Instagram and TikTok, and can turn around content quickly without sacrificing quality. Experience with a professional camera is a strong plus.

Who You Are

- 3+ years in customer service, with at least 2–3 years in a senior or leadership role
- Deep, hands‑on expertise in Gorgias — macros, rules, AI agents, tagging, automations, and reporting
- Proven track record of reducing ticket volume, improving response times, and tightening refund processes
- Analytically strong — you make decisions based on data, not gut feel
- A confident content creator who is comfortable on camera and knows how to film, edit, and post content that performs
- Experience with short‑form video editing (CapCut, Adobe, or similar) and photo content
- E‑commerce experience essential; Shopify and Klaviyo a strong plus
- Excellent communicator who can manage difficult escalations with composure and set brand tone across the team

Why Camile & Stone?

- Direct line to the founder — your voice shapes the business
- Full ownership of two high‑impact functions in a high‑growth brand
- The chance to build something properly, not just inherit a broken system
- $200 store credit to spend on pieces you’ll actually love

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📌 Customer Service + Content Lead (Melbourne)
🏢 Camile & Stone
📍 Melbourne