Laundry was the most boring aisle in the supermarket, so we made it something people actually love.The Dirt Company started with a easy 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 RoleThis 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 DoAnswer inbound customer enquiries end to end, responding within 24 hours across email, Facebook, Instagram, TikTok and beyondBe the first point of contact for every enquiry, triaging what needs urgent attention and what can waitHandle wholesale enquiries end-to-end, from first contact through to order support and stockist relationshipsRun weekly and monthly reporting on response times and resolution rates, and, more importantly, track brand sentimentBuild and maintain our internal knowledge base so answers are rapid, consistent, and always on-brandOpen and close our Melbourne front shop, welcoming and serving the customers who pop inKeep an eye on the competitive landscape and flag what customers are comparing us toSupport the wider team with internal orders, send-outs,



and process improvementsBe the go-to for anything that needs a second set of eyesWhat We're Looking ForProven experience in a customer-facing role.
Contact centre, retail, or hospitality backgrounds are all welcomeExceptional written and verbal communication, with a helpful, warm, and genuinely positive attitudeStrong problem-solving instincts and the confidence to make decisions and own the outcomeComfortable with customer service software, ticketing systems, and reportingHighly organised, with sharp attention to detail.
This role covers a lot of ground and nothing should slipResilient and adaptable, with a give-it-a-go attitude in a fast-moving small teamA digital specialist who's at home across social platforms and community channelsA genuine love for sustainability and a low-waste way of doing thingsSome experience leading, training or mentoring a teammate, or the confidence to grow into itWhat We OfferCompetitive remuneration + super, reflective of a full ownership roleInput to shape how customer experience works as the team and brand keep growingAll the coffee, tea, sandwiches, snacks and detergent (allowance) you could ever dream ofHybrid working set-up after training completionThe DetailsReports to: Our founderLocation: Melbourne HQ / Front ShopHours: Full-time.
5 days a week on-site while you train, moving to an ongoing hybrid arrangement once you're settled inRemuneration: $65,000 + SuperIf 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.
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📌 Customer Experience Coordinator (Melbourne)
🏢 The Dirt
📍 Melbourne