Customer Care Consultant

About EatFirst

EatFirst is Australia and New Zealand's leading Food Management Platform, helping businesses streamline how they order and experience food at work.

We're a fast-growing, tech-driven company on a mission to transform office food, from everyday catering to standing orders, pantry supplies, and beyond. With nearly two decades of local experience and the backing of Berlin-based B2B Food Group, we operate across eight countries and partner with over 3,000 food vendors, serving some of the biggest names in tech, finance, and law.

Now's a pivotal moment for us. As we enter our next phase of growth and continue to redefine workplace food, we're hiring a Customer Care Consultant on a 12-month maternity cover. We're open to full-time or part-time arrangements, depending on the candidate.

About the Role

As a Customer Care Consultant at EatFirst, you'll be at the heart of delivering a seamless, hassle-free experience for our customers. From resolving order issues to helping users navigate our platform, your role is all about problem-solving with care, accuracy, and speed. You'll work closely with our vendor and operations teams to identify the root cause of issues, reduce manual handling, and ensure every customer interaction builds trust and loyalty. This is a hands-on role that suits someone who's analytical, solutions-focused, and enjoys working in a fast-paced environment where no two days are the same.

Key Responsibilities

Customer Support & Issue Resolution

• Diagnose and resolve order, platform, and service-related issues with care and accuracy
• Provide timely, professional support via email, phone, and chat
• De-escalate and follow through on complaints to ensure full customer satisfaction

Platform & Menu Guidance

• Support customers in navigating the ordering platform, filters, and account settings
• Offer tailored recommendations based on dietary requirements, event type, or budget
• Troubleshoot account and payment issues

Process Improvement & Internal Collaboration

• Identify repetitive tasks that can be templatised or automated and work with the Ops team to reduce manual workload
• Follow SOPs and contribute to improving internal knowledge base content
• Collaborate with vendors, logistics, and internal teams to resolve recurring issues

Retention & Growth Support

• Flag at-risk users and support reactivation campaigns
• Complete outbound follow-ups to re-engage first-time or churned customers
• Share customer insights with the wider team to inform improvements to menus, service, and product

Marketplace Quality & Feedback Loop

• Report service failures, incorrect menu data, or supplier issues to Vendor Ops
• Help ensure our marketplace experience meets the standards expected by our customers
• Participate in quality audits or feedback initiatives to maintain platform integrity

Skills and Qualifications:

Experience & Skills

• 1–2 years in a customer support, hospitality, or admin role
• Comfortable using Google Suite and order management platforms
• Strong communication skills, both written and verbal
• Analytical mindset with a hands-on approach to problem-solving
• Bonus: Experience with Zendesk or other ticketing systems

Personal Attributes

• Calm and professional under pressure
• Organised, detail-oriented, and able to manage competing priorities
• Proactive, curious, and keen to improve how things are done
• A genuine interest in food and service

What we offer:

This is a great opportunity to join a forward thinking team with a proven track record of success. What this role offers…

... a Career with a Purpose

• Grow your career with the market leader and innovation champion of its industry
• Work with an incredibly supportive and high-performing team
• Help to shape how offices order food and provide a great experience to their staff

... Compensation with Benefits

• Attractive salary package with paid parental leave benefits
• Birthday leave
• Gym perks and referral bonus for new hires

… an Upbeat Office & Team Culture

• Twice weekly team lunches, food samples, and a fully stocked pantry with snacks and drinks
• Monthly team events
• Diverse, open, respectful, and upbeat company culture