Customer Support Specialist – OnTheList

Founded in Hong King in 2016 by the French couple Delphine Lefay and Diego Dultzin Lacoste, OnTheList is a leading premium flash sales concept in Asia and the Middle‑East. The company turns excess inventory into sustainable opportunities, working directly with retail brands and official distributors to sell past‑season items that would otherwise end up in landfills. OnTheList has hosted over 5,200 flash sales and built a community of more than 1.3 million members across all regions, including Hong King, Singapore, Australia, Malaysia, Korea, Shanghai, Beijing, Thailand, and Dubai. Sustainability is embedded in the company’s mission; thus far, more than 8.2 million items have been diverted from landfills.

WHAT WE WILL TRUST YOU WITH…

As a Customer Support Specialist, you will be at the heart of our ecosystem, ensuring every interaction is seamless while acting as a vital bridge between our clients and operations.

The ideal candidate is a tech‑savvy, empathetic professional with 1–3 years of experience in a digital‑first environment. You thrive on “detective work” and keep things professional and clear, even when handling complex or sensitive requests. You feel comfortable jumping between high‑volume ticket management, CRM updates, and proactively contributing to the constant growth and improvement of our internal processes. If you are looking for a role where you can lead with both logic and empathy, you will thrive here.

Key Responsibilities

- Ticket Management: Proactively manage and resolve customer inquiries, ensuring response times (SLAs) and satisfaction scores (CSAT) are consistently met.
- Order Support: Use Shopify to troubleshoot order issues and manage the lifecycle of a purchase.
- Strategic Liaison: Act as the main point of contact between our Brand Clients and Warehouse operations to resolve customer service issues.



You ensure the company’s professional tone is upheld in every interaction, translating operational updates into client‑ready communication.
- CRM Data Integrity: Maintain and update customer profiles (CRM) to ensure personalized and accurate marketing and support communications.
- Internal Coordination: Manage daily tasks and cross‑departmental requests, keeping project boards updated and transparent for the whole team.
- Product Knowledge: Become an expert in our offerings to provide proactive “success‑based” support.
- Brand Integrity & Reseller Mitigation: Proactively monitor and investigate unauthorized secondary market activity on platforms (eBay, Carousell, WeChat, etc.). Report suspected accounts and communicate necessary actions to customers with firmness and professionalism.
- Offline Events: May be required to support occasional in‑person events.
- Process Improvement: Identify recurring customer pain points or warehouse bottlenecks and suggest workflow improvements to reduce ticket volume.
- Feedback Loop: Synthesize customer and POC feedback into actionable insights for the Product and Marketing teams.
- Experience: 1–3 years in a dedicated Customer Support or Customer Experience role (preferably in e‑commerce).
- Tools: Proven hands‑on experience with Customer Service Ticketing Programs, Reporting tools such as Microsoft Office, Google Suite, and exposure to e‑commerce platforms such as Shopify, Big Commerce, Magento is a plus.
- Communication: Exceptional written and verbal English skills with the ability to adapt tone to match our brand voice.





Who You Are

- Proactive Problem Solver: You do not just report issues; you hunt for solutions.
- Empathetic Communicator: You bridge the gap between technical complexity and human connection.
- Agile & Organized: You thrive in fast‑paced environments and manage tight deadlines with precision.
- Collaborative Team Player: You value transparency and proactively share insights to help the team succeed.

What We Offer

A Global & Dynamic Career Path

- International Exposure: A unique position in a fast‑paced, international environment, working in constant collaboration with our APAC and SEA teams.
- Luxury Brand Partnerships: The rare prospect to collaborate with and represent some of the world’s leading luxury brands.
- Omnichannel Experience: Gain high‑level exposure to both online and offline retail channels, understanding the full lifecycle of premium commerce.

Growth & Ownership

- Mentorship & Development: We offer direct mentorship designed to lead to increased responsibility and ownership of key functions.
- Meaningful Impact: You are not just a cog in the machine; you are not afraid to suggest changes, solve complex problems, and make a tangible impact on our brand integrity.
- Diverse Challenges: Engage in varied and challenging tasks—from high‑level logistics to brand protection—ensuring your professional development never hits a plateau.

Flexibility & Environment

- Flexible Working: We value results over “desk time,” offering a flexible working environment with Work From Home (WFH) options.
- Prime Location: When in the office, enjoy our centrally located hub in the Sydney CBD.
- Collaborative Culture: Join a team that thrives on transparency, proactive communication, and mutual support.

Seniority level: Associate

Employment type: Full‑time

Job function: Customer Service

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📌 Customer Support Specialist (New South Wales)
🏢 OnTheList
📍 New South Wales