Customer Experience Associate (Part-Time) – Female-Fashion Focused

Role: Part-Time Customer Experience Associate
Location: Remote
Hours: 15–20 hrs/week (Requires flexibility for weekends and USA hours)
Start Date: ASAP

Calily Bridal is a Sydney-based brand offering accessible-luxury wedding veils and bridal accessories. Our team is growing and we’re looking for another warm, thoughtful, and detail-oriented Customer Experience Associate to join us part-time.

About the Role
As the voice of Calily, you’ll be responding to brides through Shopify inbox, email, and social platforms. You will help them choose their dream veil, update them on their orders, and make sure every single message feels personal, supportive, and genuine.

This is not your typical customer service gig - we’re looking for someone who loves love stories, understands the high emotions behind a wedding purchase, and can bring a deeply human touch to every message (all while being highly efficient and detail-oriented!).

What You’ll Do...

Communicate with Care: Provide warm, timely, and thoughtful responses to customer enquiries via Shopify Inbox, email, and socials.

Track Every Detail: Maintain impeccable accuracy when updating customer records, processing orders, and noting specific bridal requests so nothing falls through the cracks (familiarity with ---------- for data management is a plus)

Offer Styling Advice: Guide brides on veil styles, timelines, and compatibility with their dresses.

Manage Orders: Handle order updates, returns, and custom requests with clarity and calm.

Be the Brand: Maintain our warm and professional brand tone (following Calily’s tone of voice guidelines).

Problem Solve: Escalate product or shipping issues when needed, while taking full ownership of the customer relationship.

Assist with Content: Occasionally support the team by writing FAQ responses or updating product content.

You’ll Be a Great Fit If You…

Are heavily detail-oriented: You triple-check shipping dates, catch tiny discrepancies in orders, and naturally remember the small personal details brides share with you.

Are a master communicator: You can write beautifully, ensuring every message is clear, perfectly professional, and easy to understand.

Lead with deep empathy: You genuinely care about the brides you help, staying calm under pressure and handling last-minute bride panics with absolute grace.

Have experience in bridal, weddings, or women’s fashion (bonus points if you’ve worked with brides directly).

Are fluent in Shopify and have used customer service tools like Manychat, Gorgias, Zendesk, or similar platforms.

Understand how to turn challenging conversations into loyal, long-term customer relationships.

Work independently, but know exactly when to ask questions or flag issues.

(Bonus!) Have personal experience with veils, bridal accessories, or styling advice.

How to Apply
Please include the following in your application:

1. A short description sharing why you’re excited about this role.

2. An example of how you handled a challenging customer situation.

And at the very top of your application, please write: “I like cats” – this is our way of knowing you read the full job post ??????

We can’t wait to meet someone who shares our passion for heartfelt customer experiences and helping brides feel calm and confident before their big day!