Founded in Hong Kong in 2016 by the French couple Delphine Lefay and Diego Dultzin Lacoste, OnTheList isa leading premium flash sales concept in Asia and the Middle-East. OnTheList works to minimize the problem of excess stock by turning past-season inventory into sustainable opportunities. OnTheList works directly with retail brands and official distributors, turning old inventory into opportunity by providing a sustainable way for brands to sell past-season items that would have otherwise ended up in landfills, while providing the best deals and steep discounts to our OnTheList members. Since launching in Hong Kong in 2016, OnTheList has hosted over 5,200 flash sales and has built a community of over 1.3 million members across all regions. We’ve since expanded to Singapore, Australia, Malaysia, Korea, Shanghai, Beijing, Thailand, and Dubai.
Sustainability is rooted in who we are and motivates us to continue our mission. To date, we have saved over 8.2 million items from ending up in landfills. Forming OnTheLove, our CSR initiative, has allowed us to deepen our commitment to minimizing our carbon footprint while working with local organizations and hosting regular charity sales.
At OnTheList, our values guide everything we do: Family Spirit is driven by humility, fostering genuine connections with our community. Panache reflects our passion for delivering exceptional experiences, while sustainability is rooted in our commitment to creating a positive impact on the world around us. Excellence is driven by the cooperation of our teams.
WHAT WE WILL TRUST YOU WITH...
As our Customer Support Specialist, you will be at the heart of our ecosystem, ensuring every interaction is seamless while acting as a vital bridge between our clients and operations.
The ideal candidate is a tech-savvy, empathetic professional with 1–3 years of experience in a digital-first environment. You are someone who thrives on "detective work" and knows how to keep things professional and clear, even when handling complex or sensitive requests. You should feel comfortable jumping between high-volume ticket management, CRM updates, and proactively contributing to the constant growth and improvement of our internal processes. If you are looking for a role where you can lead with both logic and empathy, you will thrive here.
Key Responsibilities
- Ticket Management: Proactively manage and resolve customer inquiries, ensuring response times (SLAs) and satisfaction scores (CSAT) are consistently met.
- Order Support: Use Shopify to troubleshoot order issues and manage the lifecycle of a purchase.
- Strategic Liaison: Act as the main point of contact between our Brand Clients and Warehouse operations to resolve customer service issues. You ensure the company's professional tone is upheld in every interaction, translating operational updates into client-ready communication.
- CRM Data Integrity: Maintain and update customer profiles (CRM) to ensure personalized and accurate marketing and support communications.
- Internal Coordination: Manage daily tasks and cross-departmental requests, keeping project boards updated and transparent for the whole team.
- Product Knowledge: Become an expert in our offerings to provide proactive "success-based" support.
- Brand Integrity & Reseller Mitigation: Proactively monitor and investigate unauthorized secondary market activity on platforms (eBay, Carousell, WeChat, etc.). Report suspected accounts and communicate necessary actions to customers with firmness and professionalism.
- Offline Events: As part of the team you may be required to support with the occasional In-Person events
- Process Improvement: Identify recurring customer pain points or warehouse bottlenecks and suggest workflow improvements to reduce ticket volume.
- Feedback Loop: Synthesize customer and POC feedback into actionable insights for the Product and Marketing teams.
WHAT IT TAKES…
- Experience: 1–3 years in a dedicated Customer Support or Customer Experience role (preferably in E-commerce).
- Tools: Proven hands-on experience with
- Customer Service Ticketing Programs.
- Reporting tools such as Microsoft Office, Google Suite
- Exposure to or experience with E-Commerce platforms such as Shopify, Big Commerce, Magento is a plus
- Communication: Exceptional written and verbal English skills with the ability to adapt tone to match our brand voice.
Who You Are
- Proactive Problem Solver: You do not just report issues; you hunt for solutions.
- Empathetic Communicator: You bridge the gap between technical complexity and human connection.
- Agile & Organized: You thrive in fast-paced environments and manage tight deadlines with precision.
- Collaborative Team Player: You value transparency and proactively share insights to help the team succeed.
What We Offer
A Global & Dynamic Career Path
- International Exposure: A unique position in a fast-paced, international environment, working in constant collaboration with our APAC and SEA teams.
- Luxury Brand Partnerships: The rare opportunity to collaborate with and represent some of the world’s leading luxury brands.
- Omnichannel Experience: Gain high-level exposure to both online and offline retail channels, understanding the full lifecycle of premium commerce.
Growth & Ownership
- Mentorship & Development: We offer direct mentorship designed to lead to increased responsibility and ownership of key functions.
- Meaningful Impact: You are not just a cog in the machine; you are not afraid to suggest changes, solve complex problems, and make a tangible impact on our brand integrity.
- Diverse Challenges: Engage in varied and challenging tasks—from high-level logistics to brand protection—ensuring your professional development never hits a plateau.
Flexibility & Environment
- Flexible Working: We value results over "desk time," offering a flexible working environment with Work From Home (WFH) options.
- Prime Location: When in the office, enjoy our centrally located hub in the Sydney CBD.
- Collaborative Culture: Join a team that thrives on transparency, proactive communication, and mutual support.
