About us

she wear is a Brisbane based Australian footwear brand designing supportive footwear for women at work and play. From safety boots to lifestyle and walking shoes, we focus on one thing .. footwear that actually works in the real world (and yes .. we are slightly obsessed with comfortable shoes ;)).

We have a great reputation for quality, innovative product and genuine customer support, and the right person in this role is a big part of that.

About the role

We're looking for a part time Retail Store & Online Customer Support Consultant to look after our customers in our Hamilton store and online.

This role is genuinely two fold, and both halves matter equally:

- In store: you'll be physically based in our Hamilton retail store and look after it on your shifts .. opening, closing, serving customers, keeping it looking excellent and making sure every customer visit is an exceptional one.

- Online: you'll look after our customer support inbox, live chat, social DMs and phone.

On most shifts you'll be working on your own. A customer walks in while a live chat pops up, the phone rings and the inbox is filling up .. and it's up to you to decide what comes first and keep everything moving. If you thrive on that kind of juggling, this is your role. If you want pure retail, or pure online support, it isn't.

You'll work weekday shifts during business hours, plus Saturdays on a roster. The role starts at around 15-25 hours per week, and you'll report to our Brand Lead.

What you'll do

In store

- Open, close and look after the Hamilton store on your own during your shifts

- Give genuine, no pressure service and help customers find the right fit

- Keep the store clean and beautifully presented, and bring fresh merchandising and display ideas to keep it looking inviting

- Manage store stock levels in our inventory management system .. running restock reports, identifying what's needed and making sure the store is replenished before sizes run out

Product and fit expertise

- Become a genuine shoe expert .. understanding the technical components of our footwear, from lasts, widths and outsoles to safety toe caps and slip resistant soles

- Help customers find footwear that works for them .. whether it's wide feet,



bunions, heel pain or long days on their feet, you'll listen, ask the right questions and match them to the right style and fit

- Run virtual fittings with confidence, and guide in store customers to the right fit

- Know our full range inside out so you can compare styles and recommend the best option for every foot and every job

Online customer support

- Manage our email inbox, live chat, social DMs and phone enquiries, keeping response times tight

- Handle online customer orders, process corporate/wholesale orders, returns, exchanges and warranty enquiries

- Deal with complaints and difficult conversations calmly and fairly, in a way that protects both the customer relationship and the brand

- Take part in a rotating after hours roster for social media and live chat

Admin and projects

- Take on projects and research tasks from our Founder and Brand Lead, owning them from brief to finish within agreed timeframes

- Help keep our FAQs, templates and customer support processes current as products and policies change

- Use quieter moments productively .. there's always something to tick off!

When required

- Assist dispatch and the HQ team during busy periods or team leave

What great looks like

- You prioritise well. The customer in front of you and the live conversations come first, and the inbox is cleared in every gap, so nothing gets forgotten.

- Customers get fast, warm, accurate replies, and nothing sits in the inbox overnight without good reason. We use templates as a starting point, but we want every reply tailored to the customer, with your personality shining through, in person and online.

- The store looks as good at close as it did at open

- You love being organised, so the next person on shift walks in knowing exactly what's open, what's promised and what's outstanding





- You spot patterns (the same question, the same problem) and bring us a fix, not just a heads up

You will ..

- Genuinely love customers .. whether they're across the counter, on the phone or in a live chat, you get a kick out of helping them get it right

- Have at least 2 years' experience in customer support, including bricks and mortar retail AND at least 1 year handling customers online (email, live chat or social). Both are essential.

- Be confident working on your own and excellent at prioritising under pressure, keeping several things moving without dropping any of them

- Write clearly, warmly and professionally .. your written replies are our brand

- Be genuinely good with computers and comfortable across multiple systems at once (Shopify, Gorgias or similar experience highly regarded)

- Work fast and efficiently, without cutting corners .. you know a quick, accurate reply beats a slow, perfect one

- Always be looking for a better way to do things, whether that's a smarter process, a clearer template or flagging the thing that keeps tripping customers up

- Be excited, not intimidated, by AI .. comfortable using AI tools to work faster and keen to help us find new ways to use them in customer support

- Have Saturday availability (essential)

Why join us

Free shoes .. do we need to say any more? ;) But seriously ..

You'll be joining an award winning, growing Australian footwear brand where purpose, values and culture genuinely matter, working with a product you can be proud of. We're a small, close knit team that works hard, backs each other up and has a bit of fun along the way.

For the right person there's real scope to take on more hours, more responsibility and a bigger role in shaping our customer experience.

Our beautiful Hamilton store has easy access to cafes, parking and public transport.

How to apply

Applications without a cover letter will not be considered. In your cover letter, please tell us:

- about a time you dealt with a difficult customer (online or in person) and how you handled it

- how you'd prioritise if a customer walked in, a live chat came through and the phone rang, all at the same time

📌 Retail & Online Customer Support Consultant (Hamilton)
🏢 she wear
📍 Hamilton