Customer Experience Manager (Cx Manager)

Customer Experience Manager (CX Manager)

City of Port Phillip, VIC, Australia

Aid Station

Customer Experience Manager (CX Manager)

Aid Station is Australia’s leading sports nutrition online store for endurance athletes and active people alike.

Whether a first-timer, experienced race-goer, or full-on pro, being an endurance athlete isn't easy. Aid Station takes the stress out of the nutrition side by bringing the best quality nutrition for endurance athletes together in one place.

Why work for us?

Aid Station was founded two years ago with the desire to deliver the best quality nutrition for endurance athletes. We believe nutrition is the first discipline.

Without it, the distances covered in long-format races are impossible. We aim to look after the well-being of our customers and extend that same sentiment to our employees.

Aid Station is a small startup team of passionate and innovative individuals who strive to be the best they can be. We support the goals of each individual and like to see our staff thrive and grow as individuals and professionals.

At Aid Station, we offer ongoing support, opportunities for development, and a transparent culture that promotes open communication.

The Opportunity

We’re looking for an experienced and customer-centric CX Manager to join our growing team. This is a hands-on role where you’ll play a critical part in ensuring that every customer’s experience with Aid Station is exceptional.

As the first point of contact for customer inquiries, you will provide outstanding service and ensure that customers are kept smiling and satisfied.

The CX Manager will be responsible for managing customer interactions via Gorgias live chat and email, ensuring a positive first impression, processing orders with accuracy, handling inquiries, and helping customers navigate their purchases seamlessly.

The CX Manager will collaborate with a passionate, close-knit team to maintain and improve Aid Station’s customer experience standards.

At Aid Station, we’re committed to offering a personal, customer-first approach, and we are seeking an individual who shares that passion and enthusiasm.

Your responsibilities include but are not limited to:

1. Be the first point of contact for customer inquiries via Gorgias live chat and email, ensuring a positive and professional first impression.
2. Manage customer data with high accuracy; processing customer orders is a significant part of this role.
3. Maintain a high first response time to keep our customers smiling and satisfied.
4. Identify and escalate support requests to ensure timely resolution and smooth customer experiences.
5. Collaborate with a close-knit team to uphold our customer-first philosophy and best practices.
6. Recommend process improvements to leadership for efficiency and service quality gains.
7. Upsell, recommend and give information about products we sell.
8. Process refunds, order changes, and returns.
9. Use AusPost and other carriers (DHL and International carriers) to manage delayed and lost parcels.

What we are looking for:

1. Demonstrated experience in a customer experience specialist or management role.
2. Proficiency with Gorgias, Zendesk, or similar software, and live chat, phone, and email support.
3. Highly organised with ticket management skills.
4. Fast and accurate data entry skills and a typing speed of 60+ words per minute.
5. Strong adaptability and flexibility, with the ability to work autonomously and meet deadlines.
6. Excellent problem-solving skills and multi-tasking ability.
7. Comfort with Google Suite and general computer proficiency.
8. Experience with Shopify desired.
9. Interest in endurance sports or sports nutrition is desirable but not necessary.
10. Experience with loyalty programs (desirable but not necessary).

To Apply:

We want to hear from you! If you’re ready to help us deliver world-class customer experiences, submit your resume along with a cover letter.

In your cover letter, tell us about your experience with Gorgias or similar platforms, and how you approach delivering exceptional customer service.

Note: Applications without a cover letter will not be considered.

Your application will include the following questions:

1. How many years' experience do you have as a Customer Experience Manager?
2. Which of the following statements best describes your right to work in Australia?
3. Do you have customer service experience?
4. Do you have order processing experience?
5. What's your expected annual base salary?