E-Commerce Customer Service Assistant (Work from home)

E-Commerce Customer Service Specialist - Muscle Mat

Location: Work from home (with option to work from our Coogee NSW office)

Type: Full-time Salary: $70,000 - $75,000 + super

About Us

Muscle Mat is one of the fastest growing comfort brands in Australia. We operate in AU, NZ and USA We're a lean team that moves fast and this role has real ownership from day one.

The Role

We're looking for someone who takes genuine pride in customer experience. Not just answering tickets but owning outcomes. You'll be the frontline voice of a brand customers genuinely love, with the autonomy to solve problems and the responsibility to help shape how we operate.

What You'll Own

• Manage customer inquiries across email, live chat, phone and social media. Fast and accurate.
• Process orders, returns and exchanges in Shopify
• Maintain and update customer records in Gorgias
• Keep pre order dates and product information current across the website
• Identify recurring issues and flag process improvements to the team
• Collaborate with our CS team to hit response time and satisfaction targets

What We Need

• Experience with Gorgias (or similar CRM/helpdesk platform). This is non negotiable.
• Proven experience in e-commerce customer service across email, live chat and phone
• Comfortable working in Shopify
• Reliable, self motivated and able to work independently with minimal supervision
• Excellent written and verbal communication
• A problem solver who defaults to action, not escalation
• Preference given to someone who can travel to Coogee for the occasional meeting, but this is not a requirement, applicants Australia-wide are welcome.

What You Get

• $70K - $75K + super
• Full work from home flexibility, or join us at our Coogee office. Check out @musclemat on TikTok for a sneak peek at office life.
• A small, high performing team where your work is visible and valued
• A fast growing brand with genuine momentum, not a corporate treadmill
• Flexible arrangements can be made to accommodate school drop off/pickup, working parents encouraged to apply.