Social Content & Customer Service Specialist

Melbourne | Full-time | 4 days onsite, 1 day WFH | Immediate start

We’re partnering with a growing direct-to-consumer eCommerce brand looking for someone to join their team in a varied, hands-on role spanning customer service and social content creation.

This isn’t your typical customer service position. Alongside working directly with customers, you’ll have the opportunity to get creative, coming up with content ideas, getting in front of the camera, filming, editing and helping bring the brand to life across social.

The role is approximately 60% customer service and 40% social content creation, so we’re looking for someone who genuinely enjoys both sides and likes the variety of having different things going on.

What you’ll be doing

Customer Service – approx. 60%

You’ll be hands‑on with customers day‑to‑day, while also helping the wider customer service function run smoothly.

- Managing customer enquiries across email and phone
- Working within Gorgias, including creating and improving macros
- Creating and improving SOPs and customer service processes
- Helping manage and support a small offshore customer service team
- Identifying recurring customer enquiries and looking for ways to improve how they’re handled
- Working closely with the wider team to resolve issues and ensure customers receive a consistently high level of service

Social Content – approx. 40%

You’ll also have genuine ownership across hands‑on social content creation. This isn’t about briefing everything out to someone else. You’ll be involved in making the content yourself.

- Coming up with ideas for regular social content
- Filming and editing short‑form video




- Being comfortable in front of the camera and featuring in content
- Creating multiple pieces of content throughout the week
- Keeping across social trends and finding relevant ways for the brand to get involved
- Supporting styling and creative direction
- Helping showcase products in a way that feels natural and engaging on social
- Editing primarily through CapCut, with Adobe experience a bonus

What we’re looking for

We’re less concerned about a perfect job title and more interested in finding someone with the right mix of creativity, communication skills and willingness to get involved.

You’ll ideally:

- Have hands‑on experience creating social content, including filming and editing short‑form video
- Be comfortable talking to camera with a strong eye for styling, fashion and visual content
- Understand what works across Instagram, TikTok and emerging social trends
- Be confident dealing directly with customers across email and phone
- Have experience within a DTC/eCommerce brand
- Be comfortable creating and improving SOPs and supporting an offshore team
- Have experience with Gorgias or a similar customer service platform
- Be confident using CapCut, with Adobe experience a bonus
- Enjoy variety and thrive in a rapid‑moving, hands‑on environment

This is an opportunity to join a growing consumer brand in a role where you won’t be boxed into one area.

You’ll work directly with customers, have input into how the customer service function operates, and still have a genuine creative outlet through filming, editing and creating social content yourself.

If you enjoy working directly with customers but also have a creative side and love creating social content, this could be a really interesting next move.

#J-18808-Ljbffr

📌 Social Content & Customer Service Specialist (Melbourne)
🏢 Hello Search
📍 Melbourne