Customer Service Associate

About the Role

In short: You’re part of the team that keeps the Everyday Holiday feeling going long after checkout, helping customers feel looked after, heard, and glad they chose Zimi.

In more detail: As our Customer Service Associate, you’ll support our Customer Service Lead, in delivering warm, efficient service across email, live chat, and social DMs. You’ll handle day-to-day enquiries - order updates, returns, exchanges, sizing questions- with the care and attention every Mister Zimi customer deserves.

This is a hands-on support role, working to keep the inbox moving, customers happy, and the small stuff from becoming big problems. The Customer Service Lead owns the strategy, systems, and reporting side of CS; your focus is the customer in front of you, done consistently and well.

We’re flexible on hours: this role can be shaped as casual, part-time, or full-time depending on the right person and what suits your availability.

Key Responsibilities

Customer Care

• Respond to enquiries across email, live chat, and social DMs with warmth, speed, and the Mister Zimi tone of voice.

• Manage order updates, returns, and exchanges, following the Customer Service Lead's processes and using good judgement.

• Provide sizing, fit, and product advice that helps customers shop with confidence.

• Be a calm, friendly presence when things go wrong, turning a frustrating moment into a good outcome.

• Flag VIP customers and anything that needs a more personal touch to the Customer Service Lead.

Operations & Process

• Keep macros, tags, and templates up to date and on-brand under the Customer Service Lead's guidance.

• Process returns, exchanges, and credits accurately within our systems (Gorgias, Shopify, Loop).

• Flag recurring issues (sizing, quality, delivery delays) to the Customer Service Lead so patterns get picked up.

• Support the Customer Service Lead and the Logistics & Fulfillment Coordinator with order and shipment queries as they come up.

• Help keep the FAQ and help centre content accurate as new collections and policies roll out.

Team Support

• Work alongside the Customer Service Lead to manage inbox volume and cover shifts, including during busier periods and campaigns.

• Pitch in on gifting orders (notes, packaging, and unboxing) so every gifted order lands well.

• Support with ad hoc tasks across the customer experience as they arise.

What Success Looks Like

• Customers feel heard, looked after, and confident shopping with Mister Zimi.

• Enquiries are handled promptly and accurately, in a tone that feels unmistakably Zimi.

• The Customer Service Lead can rely on you to run day-to-day CS with minimal oversight.

• Recurring issues get surfaced early, not left to repeat.

Skills & Experience

• Experience in customer service, ideally within fashion, lifestyle, or DTC eCommerce.

• Warm, clear written communication: your replies sound human, not templated.

• Comfortable with tools like Gorgias, Shopify, or Loop (or quick to pick them up).

• Organised, reliable, and calm under pressure, and happy to take direction and use initiative.

• Genuinely enjoys helping people and cares about getting the detail right.

• Open to flexible hours, including some support during busier trading periods.

Why This Role

You’ll be part of the day-to-day heartbeat of the Mister Zimi customer experience, working closely with the Customer Service Lead in a small, close-knit team. Whether you’re after a few shifts a week or a full-time role, you’ll have real ownership over the interactions you handle and a direct hand in how customers feel about the brand.