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Acton ACT
50 km
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Who should apply
Candidates who have experience using CRM or helpdesk platforms (such as Gorgias, Zendesk, HubSpot or similar) and improving workflows or automations to reduce repeat customer enquiries.
Who shouldn't apply
Candidates whose experience is limited to replying to customer tickets without improving the systems behind them. This role requires experience using CRM or helpdesk platforms (e.g. Gorgias, Zendesk, HubSpot) to improve workflows, templates, automations or tagging to reduce repeat customer issues.
Why join Barbell Foods
We make no bullsh#&t meat snacks for people who care about their health. You’ll join a small, ambitious marketing team that puts the customers at the center of all we do.
The Role
As Customer Experience Specialist, you’ll own the quality of our customer support experience and work to reduce repeat customer issues by improving systems, templates and workflows. You’ll manage customer enquiries while proactively identifying patterns in support tickets and improving our CRM systems. This is an individual contributor role reporting to the marketing team leaders.
We’d prefer someone who can work with us in our Hume office (ACT), but for the right person, we’re open to a hybrid or remote setup.
Key Responsibilities:
Improve and maintain customer service systems (Gorgias templates, SOPs, complaint logging) to reduce friction and future-proof the function.
Identify recurring issues and escalate structured insights to QA and relevant departments to improve product quality and operational processes.
Own and manage all customer service communication — ensuring same-day responses during business hours and a consistently high standard of care.
Take on additional responsibilities as required to support the Marketing team and broader business objectives.
Skills:
Comfortable working with CRM systems and support software
Identify patterns in customer issues and improve processes to prevent repeat problems
Highly organised with strong attention to detail
Strong written communication and empathy when interacting with customers
Ideal Personality Traits:
Systems-minded — naturally looks for patterns in customer issues and enjoys improving processes to prevent repeat problems.
Curious problem solver — asks “why did this happen?” and works to fix the root cause rather than just responding to tickets.
Organised and detail-oriented — comfortable maintaining documentation, templates and structured workflows.
Customer-focused — communicates clearly and empathetically with customers, especially when things go wrong.
Day-to-day Tasks:
Maintain and improve customer service systems.
Refine templates, macros and FAQs in Gorgias.
Improve automations and reduce unnecessary inbound tickets.
Update and document customer service SOPs to ensure scalability.
Support Marketing with customer insight.
Surface testimonials and recurring objections.
Share common questions or improvements that could be addressed upstream (website, packaging, email flows, etc).
Log and categorise customer complaints in Isolocity.
Identify recurring product or delivery issues.
Escalate patterns to QA and relevant department heads.
Manage and respond to customer tickets in Gorgias (approx. 2-3 hours per day).
Provide same-day responses during business hours (Mon–Fri).
Provide phone support where required during business hours (Mon–Fri).
Turn complaints into positive outcomes.
As part of your application, we’d like for you to answer three questions:
What CRM or helpdesk platforms have you used? Briefly describe what you actually configured or improved in those systems.
Write the response you would send the customer and describe one change you would make to our systems to reduce this type of ticket happening again “I ordered a week ago and still haven’t received anything. This is ridiculous.!”
If you looked at 1,000 support tickets, what 3 things would you analyse first to find opportunities to reduce ticket volume?
Company Overview
Please visit https://www.barbellfoods.com.au/ for more information
Start of main content
Job title, keywords or company
Acton ACT
50 km
Jobs you haven't seen
filter
Pay
filter
Remote
filter
Job Type
filter
Education level
filter
jobs in Acton ACT
0 jobs
ICT VIP Support Officer
Department of Agriculture, Fisheries and Forestry
Canberra ACT
Visited 4 days ago
IT Service Desk Officer
Australian National University
Canberra ACT 2601
Visited 3 days ago
APS5/6 Systems Support Officer
Geoscience Australia
Canberra ACT
Cyber Security Analyst - APS 5
Australian Taxation Office
Canberra ACT
On-the-job training
View similar jobs with this employer
Resident Medical Officer | Full-time Temporary
Canberra Health Services
Canberra ACT
Salary packaging
Visa sponsorship
Visited 3 days ago
Cyber Security Adviser - APS 4
Australian Taxation Office
Canberra ACT
View similar jobs with this employer
Store Team Member
Woolworths Supermarkets
Kambah ACT
Visited 3 days ago
View similar jobs with this employer
Technical Officer
Australian National University
Canberra ACT 2601
Parental leave
Annual leave
Visited 4 days ago
Admissions Officer
Australian National University
Canberra ACT 2601
Visited 3 days ago
Retail Customer Experience
Often responds within 1 day
Dirty Janes
Fyshwick ACT 2609
Visited 5 days ago
Datacom First Nations ICT Trainee Programme
Often responds within 1 day
Datacom
Canberra ACT 2601
Work from home
Visited 2 hours ago
Web Publishing Officer - APS Level 4
Australian Government
Canberra ACT
Visited 3 hours ago
Immunisation Program Support Officer | Full-time Permanent
Health and Community Services
Canberra ACT
Barista (F&B Attendant)
LDK Healthcare
Weston Creek ACT
Visited 3 hours ago
Archivist, Australian Data Archive
Australian National University
Canberra ACT 2601
Customer Experience Specialist
Barbell Foods
Canberra ACT 2601
Visited 4 days ago
View similar jobs with this employer
Barista/All Rounder
Espresso Room
Canberra ACT 2600
Visited 5 days ago
SABA - Casual Sales Consultant - Canberra
APG & Co
Canberra ACT 2601
Referral program
Employee assistance program
Visited 5 days ago
SABA - Casual Sales Consultant - Canberra
Saba
Canberra ACT 2601
Referral program
Employee assistance program
Visited 5 days ago
IT Service Desk Analyst
EFEX
Fyshwick ACT 2609
Birthday leave
Practice Manager
MR recruitment
Deakin ACT
Visited 3 days ago
Picker/Forklift Driver
Worksforyou
Mitchell ACT
Visited 4 days ago
Contract & Procurement Support Officer
Sprinx Pvt. Ltd.
Canberra ACT
Visited 4 days ago
Storage Consultant
Storage King
Belconnen ACT
Parental leave
Annual leave
Insurance services
On-site parking
Grounds & Maintenance Officer
Levande
Page ACT 2614
Visited 4 days ago
View similar jobs with this employer
People also searched:
Employers: Post a Job
Who should apply
Candidates who have experience using CRM or helpdesk platforms (such as Gorgias, Zendesk, HubSpot or similar) and improving workflows or automations to reduce repeat customer enquiries.
Who shouldn't apply
Candidates whose experience is limited to replying to customer tickets without improving the systems behind them. This role requires experience using CRM or helpdesk platforms (e.g. Gorgias, Zendesk, HubSpot) to improve workflows, templates, automations or tagging to reduce repeat customer issues.
Why join Barbell Foods
We make no bullsh#&t meat snacks for people who care about their health. You’ll join a small, ambitious marketing team that puts the customers at the center of all we do.
The Role
As Customer Experience Specialist, you’ll own the quality of our customer support experience and work to reduce repeat customer issues by improving systems, templates and workflows. You’ll manage customer enquiries while proactively identifying patterns in support tickets and improving our CRM systems. This is an individual contributor role reporting to the marketing team leaders.
We’d prefer someone who can work with us in our Hume office (ACT), but for the right person, we’re open to a hybrid or remote setup.
Key Responsibilities:
Improve and maintain customer service systems (Gorgias templates, SOPs, complaint logging) to reduce friction and future-proof the function.
Identify recurring issues and escalate structured insights to QA and relevant departments to improve product quality and operational processes.
Own and manage all customer service communication — ensuring same-day responses during business hours and a consistently high standard of care.
Take on additional responsibilities as required to support the Marketing team and broader business objectives.
Skills:
Comfortable working with CRM systems and support software
Identify patterns in customer issues and improve processes to prevent repeat problems
Highly organised with strong attention to detail
Strong written communication and empathy when interacting with customers
Ideal Personality Traits:
Systems-minded — naturally looks for patterns in customer issues and enjoys improving processes to prevent repeat problems.
Curious problem solver — asks “why did this happen?” and works to fix the root cause rather than just responding to tickets.
Organised and detail-oriented — comfortable maintaining documentation, templates and structured workflows.
Customer-focused — communicates clearly and empathetically with customers, especially when things go wrong.
Day-to-day Tasks:
Maintain and improve customer service systems.
Refine templates, macros and FAQs in Gorgias.
Improve automations and reduce unnecessary inbound tickets.
Update and document customer service SOPs to ensure scalability.
Support Marketing with customer insight.
Surface testimonials and recurring objections.
Share common questions or improvements that could be addressed upstream (website, packaging, email flows, etc).
Log and categorise customer complaints in Isolocity.
Identify recurring product or delivery issues.
Escalate patterns to QA and relevant department heads.
Manage and respond to customer tickets in Gorgias (approx. 2-3 hours per day).
Provide same-day responses during business hours (Mon–Fri).
Provide phone support where required during business hours (Mon–Fri).
Turn complaints into positive outcomes.
As part of your application, we’d like for you to answer three questions:
What CRM or helpdesk platforms have you used? Briefly describe what you actually configured or improved in those systems.
Write the response you would send the customer and describe one change you would make to our systems to reduce this type of ticket happening again “I ordered a week ago and still haven’t received anything. This is ridiculous.!”
If you looked at 1,000 support tickets, what 3 things would you analyse first to find opportunities to reduce ticket volume?
Company Overview
Please visit https://www.barbellfoods.com.au/ for more information
💡 Quick Summary
Seeking a career-building opportunity? The Customer Experience Specialist position is now open for candidates interested in the BPO Jobs sector. This role in Acton offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.