Weekend eCommerce Customer Care Executive

Virtual / Work from Home | Approx. 14+ hours per week | $32 per hour
Preface Social Media is an Australian boutique customer support agency, partnering with premium brands to deliver thoughtful, human customer care online. We pride ourselves on going the extra mile, it's not something we aspire to, it's simply our standard.

We're currently looking for a Weekend Customer Care Executive to join our remote team. This role will suit someone who thrives on helping others, communicates with warmth and precision, is detail-oriented and technically savvy, and feels confident working independently once trained.

The Details:

Saturday: 12:30pm–5:00pm & 7:00pm–9:00pm (AEDT)

Sunday: 12:30pm–6:00pm & 7:00pm–9:00pm (AEDT)

Occasional weekday evening cover and extended week-end hours (as required)

Fully remote position, work from anywhere in Australia

What You'll Be Doing:
You'll be the friendly face (well, inbox voice!) behind several premium Australian eCommerce brands, providing exceptional service across:

Email, live chat, and social media customer care

Product, delivery, and returns enquiries

Brand reputation and risk-related customer enquiries

Order management, liaising with warehouse and fulfilment teams where needed

Administrative support such as compiling reports and order follow-up

Each client has its own unique tone, process, and priorities and you'll receive hands-on training for each. While we'll guide you, we're seeking someone who can hit the ground running, especially as we approach the busy Black Friday and Christmas period.

About You:
You're someone who genuinely cares about the customer experience and enjoys problem-solving. You take pride in your attention to detail, can read between the lines, and know how to turn a tricky interaction into a positive outcome. To thrive in this role, you'll bring:

Strong written communication skills

Previous experience in eCommerce or online customer care (essential)

Confidence using CRM, order management, or helpdesk systems

Ability to multitask, prioritise, and manage time effectively

A proactive, independent work ethic

A keen eye for detail and accuracy

A reliable internet connection, laptop, and quiet home workspace

Why Join Us:
At Preface, we don't believe in copy-paste replies or empty KPIs. We care about authenticity, empathy, and creating real brand moments that leave a lasting impression. You'll join a supportive, tight-knit virtual team that values communication, trust, and initiative.

Interested?
We'd love to hear from you. Please include a brief cover letter telling us why this role speaks to you and how your experience makes you a great fit.

Preface Social Media is an equal opportunity employer and values diversity across our team.