Customer Care Lead & Operations Specialist

ance gria; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

ance gria is seeking a Customer Care Manager and Operations Assistant to lead our customer care efforts and support day-to-day operations across stock, 3PL logistics and retail locations.

You will own inbound communications, supervise a Customer Care Assistant, manage returns, and drive weekly/ monthly reporting while improving systems with AI tools. The role requires a highly organized, proactive leader with a passion for customer experience.

Qualifications

• Role requires high organisation, proactivity and calm under pressure, with a genuine passion for customer experience and the confidence to lead a small customer care team.

Responsibilities

• Own all inbound customer emails, social messages and DMs, and ensure every customer gets a timely, warm and on-brand reply.
• Manage and support our Customer Care Assistant: share inbox workload, set response standards and check quality.
• Process returns, exchanges and refunds through Loop, in line with company procedures.
• Handle escalated or sensitive customer issues personally.
• Keep the ance gria tone of voice consistent across every customer interaction.
• Pull trends from customer enquiries, feedback and returns data.
• Prepare a weekly customer insights report for the directors, covering recurring themes, operational updates and opportunities.
• Prepare monthly Shopify reporting on purchasing patterns, customer trends, loyalty insights and sales opportunities.
• Track response times and inbox volume so customer care stays on track.
• Make sure customer care systems and workflows run smoothly day to day.
• Deliver at least one process or systems improvement each quarter, using AI tools such as Claude where they help.
• Join at least one discovery call a month with platforms, software providers or integration partners to find better systems and automation.
• Keep customer records and templates accurate and up to date.
• Support our Head of Operations with inbound stock and 3PL logistics.
• Track inbound shipments and help coordinate ASNs and deliveries with our warehouse, logging every delivery in Mintsoft accurately.
• Help keep stock levels accurate across the 3PL, studio and retail locations, with zero overselling.
• Monitor orders and shipping through Shopify, Starshipit, DHL and Australia Post.
• Work with couriers to resolve shipping and delivery issues.
• Keep the production tracking sheet up to date, including inbound dates, production timelines and restock schedules.
• Keep the consumables list up to date and arrange reorders when needed.
• Help oversee day-to-day operations at our pop-up, showroom and retail locations, so trading and presentation meet brand standards.
• Support other operational and admin tasks as needed.

Job description

ance gria is seeking a Customer Care Manager and Operations Assistant to lead our customer care efforts and support day-to-day operations across stock, 3PL logistics and retail locations.

You will own inbound communications, supervise a Customer Care Assistant, manage returns, and drive weekly/ monthly reporting while improving systems with AI tools. The role requires a highly organized, proactive leader with a passion for customer experience.