Customer Service

Full-Time | On-Site | No remote applications

SuperFeast is Australia's leading medicinal mushrooms and tonic herbal company, dedicated to elevating human potential through the ancient wisdom of Taoist herbalism. Since 2011, we've been on a mission to radically reduce disease and degeneration - helping people become vibrant, resilient, and strong from the inside out. Our team is a passionate, purpose-driven crew who live and breathe health cultivation, creativity, and authenticity. From our Byron Shire HQ, we're cultivating a thriving community of health rebels and SuperHumans - guided by integrity, curiosity, and the spirit of fun that keeps our culture alive.

Role Purpose

To nourish and delight SuperFeast's customers and community while maintaining a harmonious and thriving office environment. This role holds the intention of radically reducing disease and degeneration by ensuring our customers, partners, and staff are deeply cared for - physically, emotionally, and energetically.

Role Overview:

As the Customer Service & Office Manager, you will be the warm, organised, and solutions-focused presence at the heart of SuperFeast's operations - holding both the customer service fort and the office culture with grace and precision.

You'll ensure every customer and visitor feels seen, supported, and connected to the SuperFeast mission, while the internal team enjoys a space that feels coherent, well-resourced, and alive. Your work blends practical excellence with heart: from managing Gorgias tickets and optimising CS workflows with AI automation, to coordinating team lunches, birthdays, and maintaining the vitality of the tonic bar.

This role is ideal for someone who thrives on organisation, loves people, and brings both care and tech-savvy efficiency to every interaction.

Key Tasks Customer Relations:

Customer Support:
Provide outstanding service via phone, email, chat, and social media DMs. Ensure all inquiries are handled promptly, professionally, and with warmth.

Product Expertise:
Maintain a deep understanding of SuperFeast's product range - its features, benefits, and usage—to guide customers authentically.

Issue Resolution:
Address complaints or challenges with empathy and authority, ensuring swift, satisfying outcomes that strengthen trust.

Order Support:
Assist customers with order placement, tracking, modifications, and cancellations.

Customer Feedback:
Synthesise customer insights to inform operations and marketing

Community Relations:
Monitor comments, messages, and mentions on social media platforms (e.g., Facebook, Twitter, Instagram) related to the company's products and brand.

Cross-Department Collaboration:
Quantify customer feedback and assess the impact of issues and propose options for improvements to marketing, warehouse or operations.

Automation & AI Optimisation:

• Use AI tools to improve efficiency, tone, and consistency in customer communications.
• Develop and maintain automations and AI prompts or macros in Gorgias to streamline customer interactions.
• Support ongoing testing and refinement of AI-assisted systems for improved service delivery.

Key Tasks Office Management & Team Harmony

• Culture & Events:
  Plan and coordinate team lunches, celebrations, and special events to foster connection and joy.
• Birthday Acknowledgements:
  Manage the birthday calendar and send light, heartfelt recognitions to each team member.
• Tonic Bar & Supplies:
  Maintain the tonic bar and office supply levels - ensuring herbs, stationery, and essentials are always stocked and ready.
• Office Projects:
  Support ad-hoc projects such as poster printing, signage, décor updates, and creating a visually aligned, uplifting workspace.
• Space & Cleanliness:
  Manage cleaner schedules and quality, and establish clear standards for kitchen and communal space care.
• Staff Benefits & Admin:
• Support the coordination of staff perks and wellness initiatives.
• Assist the leadership team with ad hoc administrative needs that contribute to staff happiness and operational smoothness.

Role Requirements

• Proven experience in customer service or office management, preferably within wellness.
• Prior experience with Gorgias (or similar CS system) is highly desirable.
• Strong interpersonal and written communication skills - empathetic, articulate, and grounded.
• Excellent organisation and multitasking abilities with high attention to detail.
• Tech-curious and confident in learning or optimising digital tools
• Passion for wellness, herbs, and community care.

Key Performance Indicators (KPIs)

Customer Satisfaction:
Maintain consistent customer delight and positive feedback.

Response Time:
Maintain excellent response times across all communication channels.

Resolution Rate:
Achieve fast, high-quality resolutions with minimal escalations.

Office Culture Engagement:
High team participation and positive feedback on office culture initiatives.

Operational Efficiency:
Demonstrated improvements through AI automations or system refinements.

Productivity & Proactivity:
Issues pre-empted, systems improved, and surprises minimised through great planning and communication.

Our Purpose:
"To dramatically reduce disease and degeneration, creating superhumans who may enter the realm of elderhood." As the Customer Service Representative, you will play a pivotal role in embodying SuperFeast's purpose in every customer interaction through exceptional service and support.

Our Vision:
SuperFeast is renowned as a global juggernaut in preventing disease and cultivating health - operating from a thriving HQ that is both a workplace and a Taoist healing center. Every role contributes to this momentum, and this position plays a central part in ensuring our operations, culture, and customer care remain deeply aligned with that path.