Customer Care Representative

About Nourish'd

At Nourish'd, we exist To Have Real & Positive Impact On The Health of Humans. We're a founder-led, premium ready-made meal company delivering fresh, 100% coeliac-safe meals to thousands of Australians every week - including many living with disability and complex health needs through the NDIS and Support at Home programs.

Our values are the heart of everything we do. Read them. If they resonate, keep going. If they don't, we're genuinely not the right fit - and that's totally fine.

1. We are humans before we are numbers

2. Start with Kindness

3. Real Impact

4. Think Without Limitations

5. Imperfect Action

6. No Bullshit

Why This Role Exists

Our customers are real people - and when they pick up the phone, they deserve to speak to someone who actually cares about solving their problem.

We have brilliant tech tools, and a skilled CX team behind them. What we want to add to that team is another warm, direct, capable human to own the phones - someone who can listen properly, act quickly, and represent Nourish'd with the same energy we'd want for our own family.

This is not a passive role. You won't be reading from scripts or waiting for someone to tell you what to do. You'll be trusted to make good calls, communicate clearly, and close the loop on every interaction you touch.

What You'll Be Doing

• Own the phones. You are the primary inbound voice of Nourish'd. Customers call with delivery issues, account changes, subscription questions, and everything in between - you handle it.
• Proactive outreach. Check in with new customers, follow up on unresolved issues, and support our subsidised (NDIS/Homecare) customers with care and consistency.
• Ticket management. Log and manage interactions in our CRM (Zendesk) with accuracy. You close the loop - no orphaned tickets, no dropped balls.
• Escalation handling. Triage complex or sensitive situations appropriately, escalating to your CX Manager when needed - and knowing the difference between what you can resolve and what needs to go up the chain.
• Leave cover. Be available to flex additional hours when other team members are on leave.

Who You Are

• A phone person. Not because you have to be - because you're genuinely good at building rapport quickly and making people feel heard in a two-minute conversation.
• An online CX veteran. You've worked in a customer service role in an e-commerce, subscription, or phone-based environment. Retail sales doesn't count - we need someone who understands the rhythm of online customers and digital accounts.
• Independently driven. This is a fully remote role. There is no office to walk into, no manager looking over your shoulder, no hand-holding. You manage your day, your ticket queue, and your own standards. If you need structure handed to you, this isn't your role.
• Technically comfortable. You don't need to be a developer, but you're confident navigating CRM systems, email platforms, and customer accounts. Zendesk experience is a serious advantage.

The Details

• Rate: $30/hour + Super
• Hours: 15 hours/week - Monday to Wednesday, approximately 9am–2pm AEST. Flexibility around life commitments (i.e. school pick up)
• Location: Fully remote. Australia only - Australian business hours and clear phone communication are non-negotiable.
• Reports to: CX Manager
• Start date: ASAP

One thing we want to be clear about

This is a remote, self-directed role. We are not a big corporate with an onboarding program that runs for six weeks. You will be set up, supported, and trusted - but you will be expected to show initiative, ask questions, and get on with it.

If that sounds like freedom to you, great. If it sounds stressful, this probably isn't the right fit.

How to Apply

If that all felt like a "hell yes," we want to hear from you.

Skip the generic cover letter. Instead, tell us: which of our six values would your previous manager say you live out the most - and give us one specific example of what that looked like on the phone with a customer.

Please include your resume in your application.

Send to: hello@nourishd.com.au