Full-Time
Customer Experience Representative
Posted on 9/16/2025
a.k.a. Brands
1,001-5,000 employees
Growth accelerator for DTC fashion brands
No salary listed
Brisbane QLD, Australia
Hybrid
Hybrid position requiring some in-office presence.
 Customer Experience & Support (1) |
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- Strong understanding of internal software programs such as: Shopify, Gorgias, Loop, PeopleVox, Whiplash and shipping carriers.
- Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms.
- Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience.
- Meet and strive to exceed individual and team Customer Experience KPI’s and targets.
- Respond to customer enquiries across all platforms.
- Fulfill end to end customer service.
- Support customers with escalated enquiries through to resolution.
- Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave.
- Maintain clear and open communication within the Customer Experience team.
- Build and maintain strong professional relationships with the Customer Experience Team.
- Build and maintain strong professional relationships across all departments.
- Other duties as assigned.
- Problem solver
- Self-starter
- Optimist
a.k.a. Brands accelerates growth for direct-to-consumer fashion brands by owning equity in the brands it supports and providing a shared platform of resources. It helps brands scale through services across HR, distribution, marketing, and influencer relationships, letting founders focus on product and customer experience. The platform combines capital and operational support with hands-on ownership, differentiating itself from rivals that only provide services or funding. Its goal is to help portfolio brands grow quickly and win in a competitive market through aligned incentives and collaborative execution.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
West Hollywood, California
Founded
2018
Simplify's Take
What believers are saying
- Q1 2026 sales grew 3% to $132.5M; raised EBITDA guidance to $30M-$32M.
- Refinanced credit facility strengthens balance sheet for brand expansion.
- Princess Polly opens eight new US stores in Houston, Orlando, Nashville, Charlotte.
What critics are saying
- Shein erodes Princess Polly sales with $10 orders and TikTok dominance.
- 25% tariffs spike mnml, Petal & Pup costs, forcing millennial price hikes.
- Inventory shortages recur, slashing EBITDA as in Q4 2025 drop.
What makes a.k.a. Brands unique
- a.k.a. Brands acquires and scales DTC brands like Princess Polly since 2018.
- Portfolio targets Gen Z and Millennials via social media and mobile shopping.
- Offers distinct brands: Princess Polly dresses, Culture Kings streetwear, mnml menswear.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Retirement Plan
401(k) Company Match
Employee Stock Purchase Plan
Paid Vacation
Paid Sick Leave
Paid Holidays
Growth & Insights and Company News
6 month growth
↑ 5%1 year growth
↑ 0%2 year growth
↓ -1%a.k.a. Brands Holding Corp. reported fourth quarter net sales rose 3.1% year-over-year to $164 million, with US net sales growing 5.3%. However, adjusted EBITDA declined to $2.5 million, or 1.5% of net sales, compared to $6.2 million, or 3.9% of net sales, in the prior year period. The fashion retailer issued 2026 guidance, projecting net sales between $625 million and $635 million and adjusted EBITDA of $27 million to $29 million. The company announced eight new Princess Polly store leases across the US, including locations in Houston, Orlando, Nashville and Charlotte. CEO Ciaran Long said the company remained focused on driving direct-to-consumer growth through exclusive products and disciplined marketing.
a.k.a. Brands Holding Corp, a portfolio of fashion brands including Princess Polly, reported fourth-quarter net sales of $164.0 million, up 3.1% year-over-year, with US sales increasing 5.3%. Full-year 2025 net sales rose 4.4% to $600.2 million. The company posted a fourth-quarter net loss of $14.5 million, compared to a $9.4 million loss in the prior year. Adjusted EBITDA fell to $2.5 million from $6.2 million, partly due to supply chain transition issues causing stock shortages. For the full year, adjusted EBITDA decreased to $19.7 million from $23.3 million. a.k.a. Brands reduced inventory by 10% and opened eight Princess Polly stores during 2025. For fiscal 2026, the company expects net sales between $625 million and $635 million, with adjusted EBITDA of $27 million to $29 million.
a.k.a. Brands Holding Corp. (NYSE: AKA), a portfolio of next generation fashion brands, today announced the successful refinancing of its credit facility, ex...
a.k.a. Brands Holding Corp. (NYSE: AKA), a portfolio of next generation fashion brands, today announced that Ciaran Long has been appointed Chief Executive Officer, effective immediately.
a.k.a. Brands offers digitally-native fashion apparel and accessories through its global platform.