Customer Service + Marketplace Coordinator

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TYPE OF WORK

Full Time

WAGE / SALARY

$220 USD/weekly

HOURS PER WEEK

40

DATE UPDATED

Jun 15, 2026

JOB OVERVIEW

EMPLOYMENT TYPE Full-time, Remote
WORKING HOURS Monday to Friday, 9AM to 5PM aligned to Sydney business hours
EXPERIENCE LEVEL 3–5 years
INDUSTRY EXPERIENCE Fashion, Clothing, Apparel or Retail preferred

ROLE OVERVIEW
We're seeking a highly organised and customer-focused Customer Service + Marketplace Coordinator to support two growing women's fashion brands.

This role sits at the intersection of customer experience, ecommerce operations and marketplace management. You'll be responsible for ensuring customers receive exceptional support while helping maintain smooth day-to-day operations across returns, fulfilment, shipping and marketplace channels.

If you enjoy solving problems, communicating with customers, working across multiple systems and contributing to a fast-paced ecommerce environment, this is an exciting opportunity to join a growing online retail business.

WHAT YOU'LL BE RESPONSIBLE FOR

Customer Experience
- Deliver exceptional customer support across email and customer service platforms.
- Assist customers with orders, returns, exchanges, delivery enquiries and product questions.
- Provide clear, professional and brand-aligned communication.
- Resolve customer issues efficiently while maintaining a positive customer experience.
- Escalate complex enquiries to the appropriate internal teams when required.

Returns & Exchanges
- Manage returns and exchange requests through the returns platform.
- Review requests for accuracy and ensure customers receive clear instructions and timely updates.
- Coordinate with warehouse and store teams to facilitate stock movement where required.
- Maintain accurate records and documentation throughout the process.

Order Fulfilment & Operations Support
- Prepare daily fulfilment and store transfer documentation.
- Generate shipping labels and coordinate store-to-customer transfers.
- Liaise with stores regarding order fulfilment, stock availability and customer requests.
- Follow up outstanding actions to ensure customer orders are completed on time.

Shipping & Delivery Management
- Monitor shipments using carrier and logistics platforms.
- Investigate delayed, lost or damaged deliveries.
- Communicate shipment updates proactively to customers.
- Work with freight providers to resolve delivery issues and improve customer outcomes.

Marketplace Coordination
- Support the management of external marketplaces and sales channels.
- Assist with product uploads, product maintenance and stock monitoring.
- Coordinate promotional updates, pricing changes and go-live checks.
- Monitor product listings to ensure accuracy across imagery, descriptions, pricing and availability.
- Support marketplace reporting and trade performance reviews.

WHAT SUCCESS LOOKS LIKE
In your first few months, you'll:
- Deliver timely, high-quality customer support.
- Maintain strong customer satisfaction outcomes.
- Accurately process returns and exchanges.
- Help ensure marketplace listings remain accurate and up to date.
- Contribute to smooth fulfilment and shipping operations.
- Support the business during key trade periods, seasonal launches and promotional events.

IDEAL EXPERIENCE
We're looking for someone who brings:
- 3–5 years' experience in customer service, ecommerce operations, marketplace administration or a similar role.
- Fashion, apparel, retail or ecommerce experience.
- Experience using platforms such as Gorgias, Zendesk or similar customer service systems.
- Shopify experience preferred.
- Experience working with returns, shipping or fulfilment platforms.
- Marketplace experience highly regarded.
- Excellent written English and customer communication skills.
- Strong attention to detail and organisational skills.
- A proactive approach to problem-solving and follow-through.
- The ability to manage multiple priorities in a fast-paced environment.

SYSTEMS & TOOLS
Experience with some or all of the following is advantageous:
- Shopify
- Gorgias, Zendesk or similar customer support platforms
- Returns management platforms
- Inventory, POS or ERP systems
- Shipping and carrier platforms
- Marketplace portals and external sales channels
- Google Workspace and spreadsheets

WHY JOIN US?
Work remotely with a growing fashion ecommerce business.
Join a collaborative and supportive team environment.
Gain exposure across customer experience, ecommerce operations and marketplace management.
Be part of exciting product launches, campaigns and peak trading events.
Develop valuable skills across multiple areas of online retail and ecommerce.

CUSTOMER SERVICE VOLUME
Current average customer service volume is approximately 20 enquiries per day across two women's fashion brands, with increased activity during major promotions, sales periods and seasonal trading events.

To Apply:
- Share your most updated CV
- Answer the screening questions below
1. Please describe your ecommerce experience and any fashion, apparel, clothing, or apparel brands you have worked with.
2. Tell us about a difficult customer issue you resolved and the outcome.
3. What experience do you have with Shopify, Gorgias, Zendesk, marketplaces, returns, or order management systems?
4. How do you manage multiple customer enquiries while maintaining accuracy and response times?
5. Why are you interested in this role, and what are you looking for in your next long-term opportunity?

SKILL REQUIREMENT
Shopify Customer Support Gorgias
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