Grace Loves Lace is the world leader in innovative, up-to-date bridal with an e-commerce store and boutiques around the globe!
We are continuing to grow, and to ensure that our brides continue to receive our award-winning customer service, we are looking for an amazing, service-driven individual to join our Customer Experience team, working from our global head office in Burleigh Heads.
This is a Part-Time role working 4 days per week (weekdays) – start & finish rostered hours are between 6am - 5pm due to operational need.
Flexibility may be required to support global time zones.
✨ What You'll Be Doing This pivotal role will see you providing exceptional online styling and customer care to our brides post-purchase via email, phone, live chat, and social media.
This is a customer-focused position, where your most important KPI will be the satisfaction of our brides, alongside team sales performance.
Conduct virtual styling consultations and guide brides through gown selection and purchasingRespond to customer service and production inquiries via email, phone, and online channels within 24 hoursAssist brides with post-sale add-ons such as veils and accessories, ensuring timely processing and updatesSupport cross-functional campaigns, product launches, and seasonal initiativesEscalate issues appropriately to the Global Customer Experience & Online Sales ManagerProvide insights on trends, customer feedback, and product opportunities to improve experience and conversionMaintain accurate data entry for all customer interactions using NetSuite and CX trackersAssist with order updates, exchanges, alterations, and troubleshooting as neededCollaborate with internal teams including Boutique Stylists, Inventory & Production, Marketing, Finance, and Development & Operations to ensure a seamless bridal journey What We're Looking ForMinimum 1 year experience in high-end retail, online styling,



or customer experienceProven success in delivering luxury-level customer service and supportExceptional written and verbal communication skillsDemonstrated ability to drive sales and achieve strong results, including meeting KPI targetsHigh attention to detail, organisational strength, and professionalismConfidence with digital platforms (MS Office, NetSuite, Outlook) and online chat/booking toolsAbility to work individually and in a team to achieve targeted resultsAbility to adapt in a fast-paced, evolving environment while maintaining empathy and composureAlignment with Grace Loves Lace Mission and G.R.A.C.E. values (Graceful, Respectful, Authentic, Caring, Exceptional)Flexibility to work rostered hours Monday–Thursday, with additional coverage as required DesirableExperience in online luxury retail or bridal fashionKnowledge of social media customer engagementStyling or fashion backgroundExperience using NetSuite or similar CRM systems Why Join UsBe part of a globally recognised and loved bridal brand, designed and led from the Gold CoastWork alongside a passionate, talented HQ teamA rare opportunity to step into a pivotal role shaping the modern bridal experienceGenerous staff discounts, barista coffee on site, access to employee wellbeing perks, and much more All candidates must have Australian work rights and will be required to provide two recent and relevant referees.
We thank you in advance for your interest in working with us, but only those candidates selected for interview will be contacted.
Grace Loves Lace has always been, and always will be, committed to provide an environment free of discrimination and harassment to our candidates, employees, customers, and suppliers.
We are committed to equal opportunity and recruitment decisions are based on merit and business needs.
We do not base decisions on any classifications protected by federal, state or provincial and local laws and ordinances.
Reasonable adjustments are available to qualified individuals.

📌 Online Styling & Customer Experience Specialist - Hq (Queensland)
🏢 Grace Loves Lace
📍 Queensland