Customer Service and Digital Marketing Specialist

Company The Local Hire Group, including Local Trailer Hire and Local Trailer Sales

Location

Remote, Australia

Employment

Flexible part-time, with hours to be agreed

Reports to

Operations Manager

About the Local Hire Group

Local Trailer Hire is an Australian trailer sharing marketplace that connects trailer owners with people who need a convenient and trusted way to hire. Local Trailer Sales is our companion marketplace, helping private sellers and trailer retailers connect with buyers across Australia. Both businesses are built around making trailer ownership, hire and sales easier. We are growing and need someone who can help us look after our community while also finding practical, creative ways to attract more owners, hirers, sellers and buyers.

About the Role

This is a varied, hands-on role for a genuine all-rounder. You will be the friendly, solutions-focused voice behind our marketplaces, helping customers navigate bookings, listings and enquiries while resolving issues fairly and clearly. You will also help shape and execute our marketing across Local Trailer Hire and Local Trailer Sales. That includes social content, organic and paid social campaigns, Google Ads, SEO, website content and performance reporting. The balance between customer service and marketing will shift from week to week, so you will need to be comfortable moving from a sensitive customer issue to writing a campaign, improving a web page or reviewing advertising results.

This role suits someone who enjoys autonomy, takes ownership and is equally happy thinking strategically and getting the work done.

Key Responsibilities

Customer Service and Marketplace Operations

- Respond promptly and professionally to customer enquiries by email and phone.
- Support trailer owners, hirers, sellers and buyers throughout their marketplace journey, including listings, bookings, payments, enquiries and reviews.
- Investigate and resolve issues such as cancellations, late returns, damage claims, listing concerns and transaction-related questions.
- Apply marketplace policies with sound judgement, fairness and consistency, particularly when circumstances are sensitive or contested.
- Maintain clear and accurate records of customer interactions and agreed actions in our internal systems.
- Identify recurring customer pain points, share insights with the wider team and recommend practical improvements to products, policies and communications.
- Support feature launches, policy changes and owner or retailer initiatives with clear customer communications and follow-up.
- Help develop reusable responses, knowledge content and scalable service processes as the businesses grow.

Marketing Strategy and Campaigns

- Help develop practical marketing plans for Local Trailer Hire and Local Trailer Sales, translating business priorities into campaigns and a clear activity calendar.
- Plan and execute campaigns that grow awareness, marketplace supply,



customer acquisition and repeat use across both brands.
- Coordinate seasonal, location-based and audience-specific campaigns, including promotions for trailer owners, hirers, private sellers and retailers.
- Maintain a consistent brand voice while adapting messages for the different audiences and objectives of each marketplace.

Social Content and Community

- Create and publish useful, engaging social content across relevant channels, including copy, simple graphics, short-form video and customer stories.
- Manage a practical content calendar and keep a reliable publishing rhythm across both brands.
- Monitor and respond to comments and messages, using community feedback to inform future content and campaigns.
- Source stories, testimonials, reviews and marketplace insights that build trust and bring the brands to life.
- Test new content formats and creative ideas, learning quickly from audience response and performance data.

Paid Advertising

- Plan, build and optimise paid social campaigns across platforms such as Meta, including audience selection, creative development, testing and budget management.
- Create and manage Google Ads campaigns across Search and other relevant formats, aligned to marketplace locations, customer intent and commercial priorities.
- Monitor campaign performance, manage spend responsibly and continually test targeting, messaging, creative and landing pages.
- Work with external specialists when required while retaining clear ownership of objectives, briefs, performance and follow-up.

SEO and Website Growth

- Identify search opportunities and help build an achievable SEO roadmap for both marketplaces.
- Research keywords and search intent, then create or improve landing pages, category content, articles, FAQs and marketplace copy.
- Apply practical on-page SEO, including page titles, metadata, headings, internal links and content structure.
- Monitor organic visibility and website performance, identify technical or content issues and coordinate fixes with the product team or external partners.
- Use customer questions and marketplace data to generate content ideas that improve both discoverability and the customer experience.

Measurement and Continuous Improvement

- Track and report on customer service trends and marketing performance using clear, useful measures.
- Use tools such as Google Analytics, Search Console, Google Ads and social advertising platforms to understand what is working and where to improve.
- Turn data into practical recommendations and communicate results without unnecessary jargon.
- Run small experiments, document learnings and progressively improve campaigns,



content and customer processes.

About You

You are resourceful, organised and comfortable wearing several hats. You care about customers, enjoy creating things and do not need a large team or agency structure around you to make progress.

- You communicate with empathy, clarity and good humour, including when customers are frustrated or the answer is not straightforward.
- You take initiative, exercise balanced judgement and follow issues through to a clear resolution.
- You can think about the purpose and audience of a campaign, then write the copy, build the content and launch it.
- You write clearly and confidently and can adapt your tone across customer support, advertising, social media and website content.
- You understand the fundamentals of digital marketing, including paid social, Google Ads, SEO, content and campaign measurement.
- You are comfortable learning and using online platforms, customer systems, content tools and analytics products.
- You can manage competing priorities without losing attention to detail or allowing routine tasks to drift.
- You thrive in a dynamic, technology-led small business where priorities can change and good ideas are acted on quickly.
- You value flexibility and can structure your time around customer demand, campaign activity and agreed response expectations.

Experience That Would Be Valuable

- Experience in customer service, marketplace operations, digital marketing or a similarly broad small-business role.
- Hands-on experience with Meta Ads, Google Ads, Google Analytics, Search Console, content management systems or common design and scheduling tools.
- Experience producing social content, editing simple graphics or short-form video, and managing a content calendar.
- An understanding of peer-to-peer marketplaces, e-commerce, the sharing economy or local service businesses.
- A practical interest in trailers, DIY, camping, trades, home improvement or the communities our marketplaces serve.

What Success Looks Like

- Customers receive prompt, thoughtful support and difficult matters are handled calmly and consistently.
- Our social channels publish useful content regularly and build genuine engagement with owners, hirers, sellers, buyers and retailers.
- Paid campaigns are well managed, measurable and continually improved rather than simply set and forgotten.
- Organic search visibility and useful website content grow steadily across both marketplaces.
- Customer insights feed directly into stronger communications, campaigns, policies and product improvements.

What We Offer

- A varied role with meaningful ownership across two growing Australian marketplaces.
- Genuine flexibility and the ability to work remotely.
- The chance to influence both customer experience and growth rather than being confined to one narrow function.
- A supportive, practical team that values sound judgement, initiative and new ideas.
- Competitive remuneration and scope for the role to grow with the businesses.

📌 Customer Service and Digital Marketing Specialist (Melbourne)
🏢 The Local Hire Group
📍 Melbourne