Job Description
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Start of main content
Job title, keywords or company
Acton ACT
50 km
jobs in Acton ACT
700+ jobs
Storage Consultant
Storage King
Belconnen ACT
Parental leave
Annual leave
Insurance services
On-site parking
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Professional development assistance
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Customer Experience Specialist
Barbell Foods
Canberra ACT 2601
Visited 48 minutes ago
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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
Start of main content
Job title, keywords or company
Acton ACT
50 km
jobs in Acton ACT
700+ jobs
Storage Consultant
Storage King
Belconnen ACT
Parental leave
Annual leave
Insurance services
On-site parking
Visited 57 minutes ago
Migration Assistant / Documentation Officer
KTM CONSULTING GROUP
Belconnen ACT 2617
Professional development assistance
Salary packaging
Visited 46 minutes ago
ICT VIP Support Officer
Department of Agriculture, Fisheries and Forestry
Canberra ACT
APS Level 5 - Communications Officer_EXT
IP Australia
Canberra ACT
Visits Officer
Parliament of Australia
Canberra ACT
Transport Operations Officer
Capital Region Community Services
Bruce ACT
Employee assistance program
Salary packaging
Visited 1 hour ago
Gardening
Often responds within 3 days
Living Green Sustainable Gardening
Canberra ACT
Visited 59 minutes ago
SABA - Part-Time Assistant Store Manager - Canberra
Saba
Canberra ACT 2601
Referral program
Parental leave
Employee assistance program
Visited 55 minutes ago
Contract & Procurement Support Officer
Sprinx Pvt. Ltd.
Canberra ACT
Visited 1 hour ago
Marketing and Communications Administration Coordinator
Dietitians Australia
Canberra ACT 2601
Visited 1 hour ago
Apprentice Landscaper
Park Landscapes Pty Ltd
Canberra ACT
Visited 30 minutes ago
Volunteer - Community Transport Driver
Capital Region Community Services
Canberra ACT
Visited 53 minutes ago
SABA - Part-Time Assistant Store Manager - Canberra
APG & Co
Canberra ACT 2601
Referral program
Parental leave
Employee assistance program
Junior Cafe All-Rounder
DOCKSIDE CAFE KINGSTON
Kingston ACT 2604
Free drinks
Free food
Employee discount
Visited 43 minutes ago
Sales Administration
Amnesium Pty Ltd
Canberra ACT
Work from home
Visited 58 minutes ago
Site Administrator
Green Grid Connect
Bungendore NSW
Visited 47 minutes ago
Practice Manager
MR recruitment
Deakin ACT
Visited 34 minutes ago
Love to perform? Join the Sparkles team! ✨
Lucy Sparkles & Friends Canberra
Canberra ACT
Professional development assistance
Employee mentoring program
Profit sharing
Visited 42 minutes ago
Customer Experience Specialist
Barbell Foods
Canberra ACT 2601
Visited 48 minutes ago
View similar jobs with this employer
Regional Manager – ACT & Defence Industry Partnerships
Defence Bank
Canberra ACT
Parental leave
Annual leave
Employee assistance program
Visited 44 minutes ago
Dental Assistant/Receptionist
Kippax Dental
Holt ACT 2615
Employee mentoring program
Free food
Employee discount
Visited 53 minutes ago
Manicurist
Often responds within 5 days
UMI Nails
Dickson ACT 2602
Transportation links
Visited 15 minutes ago
Experienced Residential Cleaner — Contractor Partnership
The Cleaning Giants
Canberra ACT
Visited 28 minutes ago
Picker/Forklift Driver
Worksforyou
Mitchell ACT
Visited 26 minutes ago
Crane Operators x 3 (Tower and Mobile)
Worksforyou
Canberra ACT
Visited 20 minutes ago
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.