Customer Care Manager and Operations Assistant

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

Customer Care Manager and Operations Assistant

As the lead for customer care, you'll oversee all inbound customer emails and messages, managing a Customer Care Assistant to support the day-to-day workload. You'll ensure every customer receives a timely, thoughtful and on-brand response, while overseeing the smooth handling of returns, exchanges and refunds.

Beyond the inbox, you'll take ownership of customer feedback and reporting, identifying trends, highlighting opportunities for improvement and providing regular updates to our directors. You'll proactively look for ways to improve the customer experience and streamline internal processes.

Alongside customer care, you'll support our Head of Operations with inbound stock and 3PL logistics. This includes tracking incoming shipments, coordinating deliveries with our warehouse partners and maintaining accurate stock records across all locations.

This role is suited to someone who is highly organised, proactive and calm under pressure, with a genuine passion for customer experience and the confidence to lead a small customer care team.

Key Responsibilities

Customer care leadership

• Own all inbound customer emails, social messages and DMs, and make sure every customer gets a timely, warm and on-brand reply.
• Manage and support our Customer Care Assistant: share the 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.

Reporting and insights

• 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.

Process and improvement

• 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.

Operations support

• 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.