Role: CX Operations Lead

Location: Australia (Adore Beauty)

Employment Type: 12-month maternity leave contract

Key Responsibilities

- Owning the day‑to‑day optimisation of Zendesk, including workflows, help‑centre content, AI Agents, Copilot, maintenance and improvements.
- Work across our wider CX tech stack, including Zendesk, our ERP, WMS, Refundid, and carrier platforms.
- Troubleshoot issues, spot opportunities and find ways to make life easier for our customers and CX team.
- Look for opportunities to simplify, automate and improve the way we work.
- Own the CX operational readiness for promotions, campaigns, launches and business changes.
- Work with teams across the business to understand what’s coming and make sure the CX team has the right information, processes and tools to support it.
- Get ahead of potential customer friction and help solve issues before they become bigger problems.
- Partner closely with our warehouse and fulfilment teams across dispatch, out‑of‑stocks, returns and return‑to‑sender.
- Help improve how we communicate with customers throughout the delivery journey.

You’ll Bring





- Hands‑on experience with Zendesk or a similar CX platform.
- Experience in e‑commerce or retail operations, ideally in a quick‑paced, customer‑focused environment.
- Exposure to warehouse, logistics or fulfilment, with an understanding of dispatch, returns and the post‑purchase customer journey.
- A genuine passion for customer experience.
- The ability to connect systems, processes and people, turning operational changes into clear CX processes, communications and readiness.
- Comfortable with creating change.
- Strong relationship‑building skills.
- Curiosity and a solutions‑focused mindset.

Benefits

- 40% staff discount, plus brand and partner discounts
- Hybrid working and central office location
- Learning and development opportunities
- Birthday Leave

Diversity and Inclusion

At Adore Beauty, we truly care about our colleagues. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

#J-18808-Ljbffr

📌 Forest & Fire Field Operations Lead — Contracting (Australia)
🏢 Department of Energy, Environment and Climate Action
📍 Australia