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 fast‐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.
Advantages
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.
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