Customer Experience & Social Media Manager

Salt Living is looking for a warm, organised and creatively minded Customer Experience & Social Media Manager to join our small, close-knit team. Based in Coolangatta, this role is a great opportunity to combine thoughtful customer care, social media content and community connection for a premium lifestyle brand. 

This is a hybrid role at the heart of the Salt Living customer experience. You will be the friendly voice guiding customers through their purchases, the eyes behind our social presence, and a key part of how we create genuine connection and loyalty with our community. 

You will split your time between customer support, behind-the-scenes storytelling, and social media scheduling. You will also work closely with marketing on loyalty and gift-with-purchase campaigns, support B2B and trade customers, and help plan occasional in-person events that bring the Salt Living brand to life. 

This role brings together customer care, social media, loyalty, reviews, events and day-to-day team support into one connected experience that feels personal, considered and true to the Salt Living brand. Some of your core priorities and responsibilities include: 

Customer Support & Design Guidance 

• Be the first point of contact for customer enquiries across phone, email, social media comments and direct messages 

• Guide customers through product, colour and styling choices with confidence, warmth and a genuine eye for design 

• Manage support tickets through customer service platforms, ensuring every interaction feels personal, thoughtful and helpful 

• Keep FAQs current and support the creation of simple instructional content, such as short Loom-style videos or customer guidance resources 

Content & Social Media 

• Create behind-the-scenes content showcasing our team, warehouse, and the considered process behind each piece 

• Schedule and manage social media content using social media planning and scheduling tools 

• Reply to comments and direct messages, helping build warm and authentic engagement with our social media audiences 

• Bring a strong eye for colour, styling and visual storytelling to everything you create, in keeping with our calm, timeless brand aesthetic 

Team, Loyalty & Community 

• Lead and support other customer support team members, bringing calm accountability and care to day-to-day operations 

• Manage loyalty, rewards, reviews and returns processes through relevant eCommerce and customer experience platforms 

• Collaborate with marketing on gift-with-purchase offers, loyalty club initiatives and customer community touchpoints 

• Manage our B2B platform and support our trade customers with a helpful, relationship-focused approach 

• Plan and execute occasional in-person events, coordinating logistics and styling to bring the Salt Living look and feel to life 

• Experience in a customer experience, customer support, social media, community or eCommerce role, ideally within a small or growing brand 

• Confident using customer support, social media scheduling, reviews, loyalty, returns or eCommerce platforms to manage day-to-day workflows 

• A natural eye for colour, design and aesthetics, with proven skills creating visually considered reels, carousels or social media content 

• Excellent phone manner and written communication skills, with the ability to bring a warm and personal tone to customer interactions 

• Confidence managing multiple priorities across customer support, content creation, team coordination and operations 

• Lives locally in the Southern Gold Coast or Northern NSW area, with availability to work Monday to Friday from Coolangatta 

• Hands-on experience with tools such as Gorgias, Vista Social, Yotpo, PostCo, Shopify or similar platforms 

• Experience planning or coordinating small events, brand activations or in-person customer experiences 

• Comfort using AI tools, such as Claude, to streamline work systems, content ideas or day-to-day processes 

• Genuinely enjoys connecting with customers and finds satisfaction in creating warm, thoughtful service experiences 

• Feels comfortable being in front of and speaking to camera when creating natural, brand-aligned content 

• Is organised, adaptable and able to shift priorities quickly in a dynamic small business environment 

• Works well independently while also enjoying the energy and closeness of a small, collaborative team 

• Has a natural appreciation for interiors, design, colour and creating a home that feels calm and considered 

• Part-time flexibility, with 20–25 hours per week across Monday to Friday 

• A creative, varied role where no two days feel exactly the same 

• The chance to make a real, personal impact in a growing business 

• Be part of a warm, supportive and close-knit team culture grounded in quality, calmness and authenticity 

Apply Now: If you’re a hands-on customer experience specialist with a desire to contribute to dynamic and meaningful work, we’d love to hear from you.