✨ We're Hiring: Customer Service Manager ✨
Location: Mermaid Waters | Casual or Full Time (Price advertised is casual can be 4-5 days a week)
Brand: Frankly My Dear

Are you passionate about creating unforgettable customer experiences? Do you thrive in a fast-paced, fashion-forward environment where no two days are the same? We’re on the hunt for a Customer Service Superstar to lead our service team and elevate our customer journey to the next level.

About Us
We’re a boutique jewellery label known for trend-driven design, timeless quality, and a loyal customer base who loves us as much as we love them. From everyday staples to statement pieces, we create jewellery that makes people feel special — and our customer experience is no different.

The Role
As our Customer Service Manager, you’ll be the heart and voice of our brand. You’ll oversee all customer interactions, lead our growing team, and ensure every touchpoint reflects the warmth, quality, and style we’re known for.

You’ll be responsible for:

Leading and mentoring the customer service team with empathy and energy

Managing customer service channels (email, phone, live chat, social DMs)

Resolving escalated issues with confidence and care

Developing systems and strategies to improve response times and satisfaction

Collaborating with ecommerce, retail and operations teams to enhance the customer journey

Tracking service metrics and delivering regular reporting

What We’re Looking For:

1+ years in a customer service or management role (jewellery/fashion/retail a bonus!)

A genuine passion for people, with exceptional communication skills

Proven ability to lead a team and build a positive, supportive culture

A proactive, solution-focused mindset — you stay calm under pressure

Experience with CRM and customer service platforms (Shopify)

Why Join Us?

A creative, collaborative and stylish team culture

Opportunities to grow within a fast-moving fashion brand

Employee discounts on all the sparkle

A brand with purpose and a loyal community

Ready to lead with style and substance? Apply now with your resume and a short cover letter telling us why you’re the perfect fit for the role.