We're looking for an experienced Customer Care Specialist to join our HQ team.
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.
This is a hands-on Customer Care role for someone who knows how to take ownership, use good judgement and get things sorted.
You'll manage customer enquiries and issues through to resolution, support our online community and help make sure customers have a great experience wherever they interact with Motto.
You'll also be involved in our social community and Motto Lives, working closely with our e-commerce, social, warehouse and retail teams.
You'll be a trusted senior member of the team, with the autonomy to make sensible decisions, improve how we work and take real ownership of the customer experience.
You might start your morning working through customer emails and messages, prioritising anything urgent and taking ownership of the trickier cases.
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 work out 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 working 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 helping look 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 play an important role in making sure they run smoothly.
You'll help prepare the garments and set, organise product links and customer automations, test everything before we hit LIVE and make sure the customer experience is seamless.
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 involvement across e-commerce, social commerce, community and live production.
What you'll get your hands on




Customer Care & Community
Owning customer enquiries across email, phone, text, messaging and social
Managing orders, deliveries, returns, exchanges, refunds and online credits through to resolution
Investigating missing parcels, incorrect orders, faulty products and more complex customer issues
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 customer and community engagement across Facebook and Instagram
Working closely with our warehouse and stores to get customer issues sorted
Taking ownership of trickier or escalated customer situations and using good judgement to find the right outcome
Our daily Lives are a big part of how we connect with our community, and you'll play an important role behind the scenes making sure the customer experience runs smoothly.
Preparing the 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 customer questions during the broadcast
Supporting presenters with customer and product information
Troubleshooting basic issues as they come up
You don't need to be a livestream expert, but you should be comfortable with technology, quick to learn and enjoy being the person behind the scenes making things happen.
Making things better
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 it keeps happening.
You'll improve FAQs, templates and workflows, identify sensible 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 have 4+ years' experience in customer service, e-commerce or retail, ideally in fashion or another fast-paced consumer business.
Experience looking after customers across social channels is a bonus.
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're dependable, organised and someone people can rely on.
You care about doing things properly, follow through on what you say you'll do and stay calm when things get busy.
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 experience with every system we use, but you should pick up new technology 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 involve someone else.
And you'll need an interest in fashion and helping women feel outstanding in what they wear.
You don't need to be a stylist, we'll teach you our product but you should genuinely 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.
#J-*****-Ljbffr

📌 Senior Customer Care Specialist - Retail & E-Commerce (Melbourne)
🏢 Motto Fashions
📍 Melbourne