Customer Experience Coordinator

The Dirt Company; City of Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration + super

Hybrid work setup after training

Melbourne front shop access

Food & detergent allowance

Job summary

The Dirt Company in Melbourne is seeking a Customer Support Lead who will own day-to-day support across online inquiries, wholesale, and our Melbourne front shop. You’ll spend about 70% on support and 30% on improving processes, systems and the team, reporting to the founder and collaborating with 1–2 other reps.

You’ll train on-site five days a week, then move to a hybrid setup once settled. You’ll be the first and last voice for customers and stockists, turning feedback into practical

Qualifications

• Proven experience in a customer-facing role (contact centre, retail or hospitality).
• Exceptional written and verbal communication with a warm, helpful attitude.
• Strong problem-solving instincts and decisive, outcome-focused mindset.
• Highly organised with sharp attention to detail across multi-channel support.
• Comfortable with customer service software and basic reporting.

Responsibilities

• Answer inbound customer enquiries end-to-end within 24 hours across email and social channels.
• Be the first point of contact, triage urgent vs. non-urgent enquiries.
• Handle wholesale enquiries end-to-end, including stockist relationships.
• Run weekly/monthly reporting on response times, resolutions, and brand sentiment.
• Build and maintain the internal knowledge base for fast, on-brand replies.
• Open/close Melbourne front shop and warmly welcome in-person customers.
• Monitor competitive landscape and communicate customer comparisons.
• Support the wider team with orders, send-outs, and process improvements.

Skills

Customer service

Communication

Problem solving

Organised

Digital/social platforms

Tools

Ticketing systems

Reporting tools

Job description

Laundry was the most boring aisle in the supermarket, so we made it something people actually love.

The Dirt Company started with a simple idea: laundry products could be better for the earth, better to use, and perform just as well as the products built for our grandparents. So we created some. Pure, powerful formulas. A closed-loop refill system that cuts the waste and ditches most of the plastic. A brand that looks and feels nothing like the stuff that’s been sitting on shelves for decades.

Turns out people were ready for it. We’re now a tight-knit team of 25+ with more than 150,000 customers, 6,000+ five-star reviews, and a retention rate that puts most subscription brands to shame.

We’re looking for someone who lives for a five-star resolution: organised, warm under pressure, and genuinely proud to own the whole customer experience.

Laundry was the most boring aisle in the supermarket, so we made it something people actually love.

The Dirt Company started with a simple idea: laundry products could be better for the earth, better to use, and perform just as well as the products built for our grandparents. So we created some. Pure, powerful formulas. A closed-loop refill system that cuts the waste and ditches most of the plastic. A brand that looks and feels nothing like the stuff that’s been sitting on shelves for decades.

Turns out people were ready for it. We’re now a tight-knit team of 25+ with more than 150,000 customers, 6,000+ five-star reviews, and a retention rate that puts most subscription brands to shame.

We’re looking for someone who lives for a five-star resolution: organised, warm under pressure, and genuinely proud to own the whole customer experience.

About the Role

This is a full-time role built for someone ready to take day to day ownership of the Customer Support function, across online enquiries, wholesale, and our Melbourne front shop. You’ll spend 70% of your time doing the support, and the other 30% of the time improving our processes, systems and team.

You’ll be the first and last word our customers (and stockists) hear from us, and the person who turns their feedback into decisions the rest of the business acts on. You’ll train on-site five days a week, moving to an ongoing hybrid setup once you’re settled in.

You’ll report directly to our founder and work with 1-2 other customer support reps, setting the standard for how we look after our 150,000+ customers and our wholesale partners.

What You’ll Do

• Answer inbound customer enquiries end to end, responding within 24 hours across email, Facebook, Instagram, TikTok and beyond

• Be the first point of contact for every enquiry, triaging what needs urgent attention and what can wait

• Handle wholesale enquiries end-to-end, from first contact through to order support and stockist relationships

• Run weekly and monthly reporting on response times and resolution rates, and, more importantly, track brand sentiment

• Build and maintain our internal knowledge base so answers are fast, consistent, and always on-brand

• Open and close our Melbourne front shop, welcoming and serving the customers who pop in

• Keep an eye on the competitive landscape and flag what customers are comparing us to

• Support the wider team with internal orders, send-outs, and process improvements

• Be the go-to for anything that needs a second set of eyes

What We’re Looking For

• Proven experience in a customer-facing role. Contact centre, retail, or hospitality backgrounds are all welcome

• Exceptional written and verbal communication, with a helpful, warm, and genuinely positive attitude

• Strong problem-solving instincts and the confidence to make decisions and own the outcome

• Comfortable with customer service software, ticketing systems, and reporting

• Highly organised, with sharp attention to detail. This role covers a lot of ground and nothing should slip

• Resilient and adaptable, with a give-it-a-go attitude in a fast-moving small team

• A digital specialist who’s at home across social platforms and community channels

• A genuine love for sustainability and a low-waste way of doing things

• Some experience leading, training or mentoring a teammate, or the confidence to grow into it

What We Offer

• Competitive remuneration + super, reflective of a full ownership role

• Input to shape how customer experience works as the team and brand keep growing

• All the coffee, tea, sandwiches, snacks and detergent (allowance) you could ever dream of

• Hybrid working set-up after training completion

The Details

• Reports to: Our founder

• Location: Melbourne HQ / Front Shop

• Hours: Full-time. 5 days a week on-site while you train, moving to an ongoing hybrid arrangement once you’re settled in

• Remuneration: $65,000 + Super

If you want to help make the most boring category in retail one of the most loved, we’d love to hear from you.

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