Customer Service Lead (007-00167)

​​Looking for Filipino (Philippines-based) candidates

Job Role: Customer Service Lead

Work Schedule: M-F, Australian Business Hours

Salary Budget: $1200-$1500 AUD / Month

Contract Type: Independent Contractor

Work Set-up: Remote

Who We Are: At Hunt St we help Australian companies directly hire top 5% remote talent in the Philippines. You will be hired directly by the client, typically as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote, so you'll be able to work from home.

Who The Client Is:

A South Australian-based artisan baking company dedicated to making sourdough baking accessible to home bakers across Australia. Founded in late 2020, the company offers comprehensive sourdough starter kits that include dried starter flakes, high-quality bread flour sourced from Flinders Ranges Premium Grain, and essential baking tools like bannetons, dough whisks, lames, and scrapers.

Role Overview:

We’re looking for a tech-savvy, experienced customer service professional to lead and execute world-class support at You Knead Sourdough.

This role will take full ownership of our Gorgias setup, manage customer experience across all platforms, and provide proactive insights and improvements based on customer feedback and data. You’ll work alongside our current team member, who is an expert in sourdough support but not in tech — your job is to run the system, manage workflows, and elevate our service standards to “wow” level.

Key Responsibilities:

Gorgias Management – Daily

• Respond to all Gorgias tickets across email, Facebook, Instagram, and TikTok (likes, comments, DMs)
• Update ticket tags for consistency and trend tracking
• Assign phone-based or complex baking issues to the second support team member
• Add positive/negative experiences and calls to the CS Asana board for team review
• Answer and return phone calls if required

Gorgias – Weekly

• Update weekly customer service metrics and dashboard
• Check spam inbox to catch missed enquiries
• Assist with marketing-related send-outs (prizes, influencer kits, etc.)

Gorgias – Monthly

• Review and optimise Gorgias macros and automations
• Maintain and improve tagging structure based on feedback and campaign focus
• Deliver a full monthly customer service report
• Coordinate prize draws and shipping for social media competitions

Facebook Group Support – Daily

• Monitor posts and comments for product or order issues
• Welcome new members to the pinned intro thread
• Redirect support issues to the correct channel (email, phone, etc.)
• Flag great customer stories and insights for content and education
• Highlight recurring issues or questions in the content and product teams
• Encourage peer support and recommend products in comments where appropriate

Facebook Group – Weekly

• Track and report on top-performing posts, recurring questions, and engagement patterns

Facebook Group – Monthly

• Draw “Member of the Month” and coordinate a gift
• Update the group tracker with engagement and insights

Operations Support – Daily

• Reply to comments and questions on YouTube videos
• Respond to Judge.me product reviews (especially unhappy customers)
• Handle 3PL-related issues via Slack and track warehouse errors or delivery delays
• Log and report website bugs and display issues
• Test site fixes or new features before they go live
• Process packing, refund, and replacement requests when required
• Maintain the “Customer Moments” system in Google drive
• Suggest content or support improvements based on common questions

Operations – Weekly

• Monitor Google search results for brand reputation
• Coordinate the dispatch of influencer and ambassador product kits

Operations – Monthly

• Participate in monthly team meetings to raise feedback and improvement ideas
• Suggest updates to content, help articles, and macro messaging

Content & Data Management

• Update and maintain Shopify blog posts and FAQs
• Ensure support content reflects the latest products, recipes, and delivery info
• Create or update help documentation for new launches
• Pull data from Gorgias, Shopify, and create spreadsheets to identify trends or gaps
• Organise and interpret customer feedback into actionable improvements
• Build & Maintain clean and up-to-date customer service data in Google Sheets

What Success Looks Like

• Gorgias is fully owned, optimised, and delivering fast, accurate customer support
• A comprehensive and current SOP library created within the first 3 months, as we currently have very little documentation on our CS process.
• Build from scratch and maintain customer service metrics in the first 3 months
• Customers consistently praise the brand’s helpfulness, tone, and efficiency
• The CS function surfaces valuable insights for marketing, content, and product
• Help documentation is always current, well-written, and helpful
• Customer feedback is captured, shared, and used to drive improvements
• The internal team feels confident and supported, knowing the service is covered

Requirements

Required Skills and Qualifications:

• Fluent in English (written & verbal)
• Expert-level Gorgias user – confident with setup, automations, tagging, reporting
• Proficient with Shopify, especially updating blogs and FAQ pages
• Strong understanding of eCommerce and CX best practices
• Skilled with Excel/Google Sheets – able to create &  pull reports, analyse data, and provide insights
• Comfortable using Slack, Shopify, Google Drive, and Asana
• Highly organised, proactive, and detail-oriented