Customer Service Lead

Location: Sydney (Hybrid)
Type: Full-Time | Monday–Friday
Be the heart of a brand built on meaning.
At Deja Marc, we don’t just sell jewellery, we craft deeply personal heirlooms that capture life’s most emotional moments. Our fingerprint, handwriting and paw print engravings mark moments of love, loss, birth, celebration and remembrance. Every interaction matters. Every detail counts. And our customers feel it.
We’re looking for a Customer Care Lead who’s ready to own the customer journey, not just answer tickets. You’ll be the first face, voice, and tone our customers experience, and you’ll treat that responsibility with care, confidence and creativity. From DMs to live chats, from phone calls to in-person showroom appointments, you’ll carry the heart of our brand across every touchpoint.
You will work independently, confidently making judgment calls, improving systems, and advocating for our customers internally. You’ll be deeply trusted and deeply impactful across our global customer base.
What You’ll Own
1. Customer Communication Across All Channels Deliver warm, thoughtful and on-brand support via:Email (Gorgias)Social Media DMs (Gorgias, Instagram, Facebook)Live Chat (Gorgias, Shopify-integrated)Phone (Inbound & follow-up support)In-person showroom appointments
Support customers through joyful moments (new babies, anniversaries) and emotional ones (loss, grief, memorials) with compassion and care.
Respond swiftly, solve thoughtfully, and leave every customer feeling seen.
2. Customer Experience StrategyConstantly assess and improve the end-to-end customer experience from pre-purchase inquiries to post-delivery feedback.
Identify process gaps and suggest solutions to streamline communication, returns, customisation requests, and turnaround expectations.
Monitor and report on trends, FAQs, and friction points to help shape better marketing, production, and post-purchase workflows.
Champion customer voice internally: be their advocate across product, logistics, showroom, and marketing.
3. Ownership, Autonomy & Decision-MakingAct as a trusted right hand to our production manager & founder on all customer-related matters.
Make sound decisions independently, escalating only when needed.
Confidently handle urgent, emotional or high-risk situations with discretion, empathy and brand integrity.
Build and maintain SOPs for CS that can grow with the business.
4. Brand Reputation & Relationship BuildingEncourage and manage reviews.
Surprise & delight customers with meaningful gestures, upgrades, or handwritten notes.
Support our gifting, influencer, or PR moments with tailored outreach or relationship care.
Turn positive experiences into lasting advocacy. Word of mouth is one of our strongest growth channels.
You’ll Thrive In This Role If You...Have 2+ years experience in a customer experience role, ideally in e-commerce, luxury, gifting or service-led brands.
Are confident working solo and independently - you don’t wait for instructions, you lead with care and common sense.
Are strategic and solutions-oriented - you love improving processes, not just maintaining them.
Are a strong, intuitive communicator - emotionally intelligent, warm, and calm under pressure.
Are highly organised and detail-obsessed - nothing slips through the cracks with you.
Are experienced with Shopify, Gorgias, and Klaviyo (or confident in learning quickly).
Are comfortable on the phone and in-person, not just behind a screen.
Deeply value brand voice, tone, and human connection.
Why you will love working with us You will be an integral team member in a values-led, female-founded all female business.
Direct access and mentorship from the founder.
A hybrid working model based in Sydney (Monday from home, remainder in the studio).
A brand with deep purpose, emotional storytelling and incredibly loyal customers.
The ability to influence how a luxury e-commerce business shows up for its customers at scale.
A close-knit, kind, and creative team that values family, intentional work, and craftsmanship.
Ready to Apply?Apply via LinkedIn and DM me a short note about why this role feels like the right fit.