ABOUT USEstablished in 2014 by best friends Jessie Gargan and Sarah Miller, Nakedvice is an Australian fashion brand that redefines luxury, by crafting an accessible fashion experience that blends elevated styling, timeless simplicity, functionality and comfort. Drawing inspiration from their personal wardrobes and forever influenced by the 90’s, it is Jessie and Sarah's mission to create vintage-inspired pieces you will keep forever.

ABOUT THE ROLEWe're seeking a Customer Care Coordinator to join our growing Operations team, delivering an exceptional customer experience across all Nakedvice customer touchpoints.

This is a hands-on role for someone who genuinely loves connecting with customers, thrives in a quick-paced environment and takes pride in finding solutions. You'll play an important role in building customer loyalty, supporting sales and ensuring our customer care operations run efficiently.

PURPOSE OF THE ROLEThe Customer Care Coordinator is responsible for delivering a seamless, personalised and brand-led customer experience, from pre-purchase enquiries through to post-purchase support.

Working closely with our Operations and wider Head Office teams, this role ensures customer enquiries are managed efficiently, issues are resolved with care and customer feedback is used to continuously improve the experience and build long-term brand loyalty.

KEY RESPONSIBILITIES

- Deliver an exceptional customer experience across email, live chat, phone and social channels, ensuring every interaction reflects Nakedvice's brand and values
- Manage customer enquiries relating to product advice, sizing, styling, orders, deliveries, returns and exchanges
- Take ownership of customer issues from initial enquiry through to resolution, providing timely, thoughtful and solutions-focused service
- Work closely with Warehouse Operations and shipping partners to resolve order and delivery issues efficiently




- Support sales conversion and customer retention through personalised product recommendations, proactive communication and exceptional service
- Manage daily customer care workflows and systems, ensuring response times, accuracy and service standards are consistently met
- Identify opportunities to streamline processes, improve operational efficiency and enhance the customer experience
- Monitor customer feedback and recurring enquiries, sharing insights with relevant teams to support ongoing improvements
- Collaborate with E-Commerce, Marketing, Merchandise and Product teams to ensure a consistent and elevated customer experience across all touchpoints

- WHAT WE'RE LOOKING FOR

- 2+ years' experience in customer care, customer experience or a similar role, ideally within fashion e-commerce
- A genuine passion for delivering exceptional customer experiences and building long-term customer relationships
- Excellent written and verbal communication skills, with confidence across email, live chat and phone
- Strong problem-solving skills and the ability to manage customer concerns with empathy and professionalism
- Highly organised with excellent time management skills and the ability to balance competing priorities
- Experience with Shopify and customer service platforms is highly regarded
- A proactive, solutions-focused approach with strong attention to detail
- A commercial mindset and an understanding of how customer experience contributes to sales, retention and brand loyalty
- Strong alignment with Nakedvice values and the ability to work collaboratively across teams

WHY NAKEDVICE?At Nakedvice, we're building a brand grounded in quality, customer connection and thoughtful growth. This role is an opportunity to make a meaningful impact on our customer experience and grow alongside a passionate, driven team.

If you believe you're the right fit for this role, we'd love to hear from you. Please apply via LinkedIn with your resume and a short cover letter outlining your experience and why this prospect excites you.

📌 Customer Care Coordinator (Melbourne)
🏢 Nakedvice
📍 Melbourne