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Acton ACT
50 km
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jobs in Acton ACT
1,000+ jobs
Customer Experience Specialist
Barbell Foods
Canberra ACT 2601
Visited 4 hours 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
Pay
filter
Remote
filter
Job Type
filter
Education level
filter
Date posted
filter
jobs in Acton ACT
1,000+ jobs
Customer Experience Specialist
Barbell Foods
Canberra ACT 2601
Visited 4 hours ago
View similar jobs with this employer
Dogmen x 3
Worksforyou
Canberra ACT
Visited 2 hours ago
Administrative Services Officer | Full-time Permanent
City and Environment
Canberra ACT
Workers Compensation Claims Consultant
Insurance Australia Group
Canberra ACT
Parental leave
Health insurance
Annual leave
Insurance services
Work from home
ICT Procurement Officer - APS Level 5
Australian Government
Canberra ACT
Property Service Coordinator
JLL
Canberra ACT
View similar jobs with this employer
Paralegal/Junior Lawyer – NV1 Clearance Essential
Limber
Canberra ACT
Project Support Officer
Downer Group
Canberra ACT
Casual Building Services Officer (BSO) | Full-Time and Part-Time Casual
Education
Canberra ACT
Project Officer | Full-time Temporary with a Possibility of Permanency
Infrastructure Canberra
Canberra ACT
Integrated Logistics Support Specialists - Expressions of Interest
QinetiQ
Canberra ACT 2609
Enquiry Officer
Australian National University
Canberra ACT 2601
Cabinet Liaison Officer | Full-time Temporary
Infrastructure Canberra
Canberra ACT
Junior Consultant
Red Hat, Inc.
Canberra ACT
Finance Support
Downer Group
Canberra ACT
Finance Systems Support Officer
Australian National University
Canberra ACT 2601
Part-time Associate Dispenser | OPSM Canberra
Often responds within 1 day
OPSM
Canberra ACT
Employee rewards program
Training program
Viva Leisure - People & Culture Administrator - Canberra HQ
Viva Leisure Group
Greater Canberra ACT
Parental leave
Gym membership
Free fitness classes
Free snacks
SouthPAN Procurement Officer
Geoscience Australia
Canberra ACT
Administration Officer
Veolia Environmental Services
Canberra ACT 2600
Parental leave
Health insurance
Insurance services
Employee assistance program
Paid volunteer leave
Event and Communications Officer | Full-time Temporary with a Possibility of Permanency
Worksafe ACT
Canberra ACT
Expression of Interest - Service Desk Team Lead
Fujitsu
Canberra ACT
Paid volunteer leave
Mechanical Trades Assistant/Bus Detailer - Canberra
Murrays
Canberra ACT
On-the-job training
Admissions Officer
Australian National University
Canberra ACT 2601
Service Scheduler
Baptistcare WA
Canberra ACT 2601
Referral program
Salary packaging
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.