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