Laundry was the most boring aisle in the supermarket, so we made it something people actually love. The Dirt Company started with a simple idea: laundry products could be better for the earth, better to use, and perform just as well as the products built for our grandparents. So we created some. Pure, powerful formulas. A closed-loop refill system that cuts the waste and ditches most of the plastic. A brand that looks and feels nothing like the stuff that’s been sitting on shelves for decades. Turns out people were ready for it. We’re now a tight-knit team of 25+ with more than 150,000 customers, 6,000+ five-star reviews, and a retention rate that puts most subscription brands to shame. We’re looking for someone who lives for a five-star resolution: organised, warm under pressure, and genuinely proud to own the whole customer experience. Laundry was the most boring aisle in the supermarket, so we made it something people actually love. The Dirt Company started with a simple idea: laundry products could be better for the earth, better to use, and perform just as well as the products built for our grandparents. So we created some. Pure, powerful formulas. A closed-loop refill system that cuts the waste and ditches most of the plastic. A brand that looks and feels nothing like the stuff that’s been sitting on shelves for decades. Turns out people were ready for it. We’re now a tight-knit team of 25+ with more than 150,000 customers, 6,000+ five-star reviews, and a retention rate that puts most subscription brands to shame. We’re looking for someone who lives for a five-star resolution: organised, warm under pressure, and genuinely proud to own the whole customer experience. About the Role

This is a full-time role built for someone ready to take day to day ownership of the Customer Support function, across online enquiries, wholesale,



and our Melbourne front shop. You’ll spend 70% of your time doing the support, and the other 30% of the time improving our processes, systems and team. You’ll be the first and last word our customers (and stockists) hear from us, and the person who turns their feedback into decisions the rest of the business acts on. You’ll train on-site five days a week, moving to an ongoing hybrid setup once you’re settled in. You’ll report directly to our founder and work with 1-2 other customer support reps, setting the standard for how we look after our 150,000+ customers and our wholesale partners. What You’ll Do

Answer inbound customer enquiries end to end, responding within 24 hours across email, Facebook, Instagram, TikTok and beyond

Be the first point of contact for every enquiry, triaging what needs urgent attention and what can wait

Handle wholesale enquiries end-to-end, from first contact through to order support and stockist relationships

Run weekly and monthly reporting on response times and resolution rates, and, more importantly, track brand sentiment

Build and maintain our internal knowledge base so answers are fast, consistent, and always on-brand

Open and close our Melbourne front shop, welcoming and serving the customers who pop in

Keep an eye on the competitive landscape and flag what customers are comparing us to

Support the wider team with internal orders, send-outs, and process improvements





Be the go-to for anything that needs a second set of eyes

What We’re Looking For

Proven experience in a customer-facing role. Contact centre, retail, or hospitality backgrounds are all welcome

Exceptional written and verbal communication, with a helpful, warm, and genuinely positive attitude

Strong problem-solving instincts and the confidence to make decisions and own the outcome

Comfortable with customer service software, ticketing systems, and reporting

Highly organised, with sharp attention to detail. This role covers a lot of ground and nothing should slip

Resilient and adaptable, with a give-it-a-go attitude in a fast-moving small team

A digital specialist who’s at home across social platforms and community channels

A genuine love for sustainability and a low-waste way of doing things

Some experience leading, training or mentoring a teammate, or the confidence to grow into it

What We Offer

Competitive remuneration + super, reflective of a full ownership role

Input to shape how customer experience works as the team and brand keep growing

All the coffee, tea, sandwiches, snacks and detergent (allowance) you could ever dream of

Hybrid working set-up after training completion

The Details

Reports to: Our founder

Location: Melbourne HQ / Front Shop

Hours: Full-time. 5 days a week in office while you train, moving to an ongoing hybrid arrangement once you’re settled in

Remuneration: $65,000 + Super

If you want to help make the most boring category in retail one of the most loved, we’d love to hear from you. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.

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📌 Customer Experience Coordinator (Port Phillip City)
🏢 The Dirt
📍 Port Phillip City