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.
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?