Customer Experience Specialist - HQ

Grace Loves Lace is the world leader in innovative, modern bridal with an e-commerce store and boutiques around the globe!

We are continuing to grow, and to ensure that our brides continue to receive our award-winning customer service, we are looking for an amazing, sales-driven individual with a passion for creating memorable bride experiences to join our Customer Experience team, working from our global head office in Burleigh Heads. Internally you will be known as our Online Styling & Customer Experience Specialist.

This is a Part-Time role working 4 days per week (weekdays) – start & finish rostered hours are between 6am - 5pm due to operational need. Flexibility may be required to support global time zones.

✨ What You’ll Be Doing

This pivotal role will see you providing exceptional online styling and customer care to our brides post-purchase via email, phone, live chat, and social media. This is a sales & customer-focused position, where your most important KPI will be the satisfaction of our brides, alongside sales performance.

Conduct virtual styling consultations and guide brides through gown selection and purchasing

Respond to customer service and production inquiries via email, phone, and online channels within 24 hours

Assist brides with post-sale add-ons such as veils and accessories, ensuring timely processing and updates

Support cross-functional campaigns, product launches, and seasonal initiatives

Escalate issues appropriately to the Global Customer Experience & Online Sales Manager

Provide insights on trends, customer feedback, and product opportunities to improve experience and conversion

Maintain accurate data entry for all customer interactions using NetSuite and CX trackers

Assist with order updates, exchanges, alterations, and troubleshooting as needed

Collaborate with internal teams including Boutique Stylists, Inventory & Production, Marketing, Finance, and Development & Operations to ensure a seamless bridal journey

🌟 What We’re Looking For

Minimum 1 year experience in high-end retail, online styling, or customer experience

Proven success in delivering luxury-level customer service and support

Exceptional written and verbal communication skills

Demonstrated ability to drive sales and achieve strong results, including meeting KPI targets

High attention to detail, organisational strength, and professionalism

Confidence with digital platforms (MS Office, NetSuite, Outlook) and online chat/booking tools

Ability to work individually and in a team to achieve targeted results

Ability to adapt in a fast-paced, evolving environment while maintaining empathy and composure

Alignment with Grace Loves Lace Mission and G.R.A.C.E. values (Graceful, Respectful, Authentic, Caring, Exceptional)

Flexibility to work rostered hours Monday–Thursday, with additional coverage as required

Desirable

Experience in online luxury retail or bridal fashion

Knowledge of social media customer engagement

Styling or fashion background

Experience using NetSuite or similar CRM systems

💫 Why Join Us

Be part of a globally recognised and loved bridal brand, designed and led from the Gold Coast

Work alongside a passionate, talented HQ team

A rare opportunity to step into a pivotal role shaping the modern bridal experience

Generous staff discounts, barista coffee on site, access to employee wellbeing perks, and much more

All candidates must have Australian work rights and will be required to provide two recent and relevant referees. We thank you in advance for your interest in working with us, but only those candidates selected for interview will be contacted.

Grace Loves Lace has always been, and always will be, committed to provide an environment free of discrimination and harassment to our candidates, employees, customers, and suppliers. We are committed to equal opportunity and recruitment decisions are based on merit and business needs. We do not base decisions on any classifications protected by federal, state or provincial and local laws and ordinances. Reasonable adjustments are available to qualified individuals.