Customer Service Specialist
Location: Newcastle, NSW | Hybrid (3 days in-office, 2 days WFH)
A little bit about us
Hello, we're Mustard and we make colourful furniture designed to bring joy to everyday spaces. We're a growing, design-led brand selling direct to customers around the world, alongside an expanding B2B channel.
Our Happiness team is right at the heart of the customer experience. They help customers choose the right product, solve problems when something doesn't go to plan and make sure every interaction feels thoughtful, practical and very Mustard.
As we continue to grow, so does the number of customers reaching out to us. We're looking for another lovely human to join the team in Newcastle and help us continue delivering the level of service our customers know us for.
The Role
Mustard is looking for a Customer Service Specialist to join our global Customer Happiness team.
This is a hands-on customer support role, working across email, chat, social media and other customer channels. You'll help customers with everything from choosing the perfect piece of Mustard to order questions, deliveries, returns, damages and those slightly trickier situations where a little extra problem-solving is needed.
You'll work closely with our Head of Customer Happiness and Senior Happiness Hero in Australia and the rest of the Happiness team, while being part of a wider global team across Australia and the UK.
This role is perfect for someone who genuinely enjoys helping people, communicates beautifully and likes working things out. You don't need to know everything on day one. We'll teach you our products, systems and ways of working, but you'll need curiosity, valuable judgement and a real willingness to learn.
What's in it for you?
The chance to be part of a team in a company that's scaling quick
Work on exciting projects that directly impact customers around the world
Collaborate with passionate teams who love what they do
Be part of a growing business where your ideas can shape how we do things
What you'll be doing
Deliver five-star customer support
Support customers across email, chat, social media, SMS and phone with kindness, clarity and a solutions-focused approach.




Help with product questions, orders, deliveries, returns, damages and general customer enquiries.
Take responsibility for customer conversations and keep people informed through to resolution.
Follow transparent guidance and know when to ask for help with more complex situations.
Build your Mustard Knowledge
Learn our products inside out so you can give customers accurate, confident and practical advice.
Build your understanding of how orders, warehouses, couriers and our wider business work.
Take part in training, ask questions and use feedback to keep developing your confidence.
Share useful customer feedback and recurring questions with the wider Happiness team.
Work brilliantly with the team
Work closely with your Happiness teammates across Australia and the UK to keep customer support running smoothly.
Collaborate with other Mustard teams, warehouses and couriers when you need information or support to resolve a customer query.
Help the team during launches, promotions and our busiest trading periods.
Bring a kind, practical and collaborative approach to the way you work.
Use systems and tools with care
Complete order updates, replacements, refunds and other customer support tasks accurately.
Keep customer information and notes clear and up to date.
Build confidence working alongside AI, automation and the tools that help us support customers efficiently.
Flag recurring issues, customer frustrations or gaps in our information so the wider team can improve them.
Hello, is it you we're looking for?
You already have some experience in customer service, ecommerce, retail or hospitality, or you might simply be someone who is brilliant with people and ready to build those skills.
You are:
A genuinely kind and helpful communicator
Calm and practical when solving problems




Comfortable writing clear, thoughtful messages
Organised and able to manage competing customer enquiries
Curious and happy to learn new products, systems and processes
Confident asking questions when you're unsure
Comfortable working with technology and learning new tools
Comfortable working across time zones, flexing your hours around internal meetings or workload when needed, and pitching in with a good attitude during our busier periods
Someone who enjoys working as part of a team
You don't need years of customer service experience or to arrive knowing exactly how ecommerce works. We care more about your attitude, communication and ability to learn.
How we work
We're collaborative, practical and kind.
We believe in getting better every day, in small, meaningful ways. We care about doing good work, supporting each other and building something we're proud of. Ideas are welcomed, ownership is shared and progress is steady.
This is an opportunity to shape an important part of the customer experience within a growing brand that values creativity, clarity and care.
The important stuff
HOME
Flexible working hours
Hybrid office schedule (3 days in-office)
Paid personal + carers leave
WORK
Listed in the AFR Fastest Growing Companies in Australia in ****
Named in The Sunday Times Best Companies to Work For ****
Competitive salary, depending on experience
Colourful office space in Newcastle, NSW
Your own personal and professional development budget
Listed in The Times Fastest Growing Companies in the UK in ****
#3 in The Times Best Companies To Watch Out For ****
Immediate start to the right candidate
PLAY
20 days holiday (plus public holidays)
Plus an extra day for your birthday!
Regular team lunches & creative socials
50% team discount on Mustard products
Please note, the closing date for applications is 25th September ****.
We highly encourage people of all cultures, ethnicity, abilities and sexual orientation to apply. If you don't meet all of the criteria, we still highly encourage you to apply and tell us why you think you're the right person for the job.
#J-*****-Ljbffr

📌 Customer Service Specialist (New South Wales)
🏢 Mustard Made
📍 New South Wales