Naked Sundays is revolutionizing skincare by blending beauty with sun protection. As we grow globally, we’re looking for someone who shares our passion for exceptional service and community connection.

We’re seeking a proactive, empathetic, and detail-oriented Customer Care Manager to lead and elevate our customer support function. You’ll be the voice of our brand, ensuring every customer experience is timely, positive, and reflects our brand values. This role involves managing a small support team, overseeing support operations, and collaborating cross-functionally with marketing, operations, and product teams.

• Lead and manage the daily operations of customer care (email, social media DMs, live chat, etc.).
• Develop and implement customer service standards and processes to ensure high satisfaction.
• Manage escalated customer issues with professionalism and brand integrity.
• Track and report key customer service metrics (response times, CSAT, NPS, return rates, etc.).
• Hire, train, and coach customer care representatives.
• Work closely with logistics and fulfillment teams to resolve order/shipping issues.
• Analyze customer feedback to identify product or process improvements.
• Assist in implementing helpdesk platforms or self-service tools (e.g., Gorgias, FAQ automation).
• Collaborate with marketing and social media teams for customer-facing messaging and campaigns.
• Act as the voice of the customer in internal meetings.

• 2+ years in customer service, with at least 1–2 years in a managerial or team lead role.
• Experience in eCommerce or beauty/wellness preferred.
• Strong written and verbal communication skills.
• Proficiency in customer support platforms (Gorgias, Shopify, Klaviyo).
• Ability to manage multiple priorities with grace and positivity.
• Data-driven mindset with a focus on continuous improvement.
• Passion for skincare, beauty, and a customer-first mindset.
• Experience supporting global or multi-timezone customers.
• Familiarity with social media engagement and community management.
• Prior work with DTC brands or start-ups.

Please enquire within. This role is in-office Sydney only.