Pay: $55,000 - $60,000 base salary + Super + ESOP

Reports to: CX Supervisor

Location: Melbourne 

Work Type: Hybrid 

Employment Type: Full Time

About Fresho

Fresho is a fast growing tech scale-up on a mission to transform the food industry for the benefit of people and the planet.

Our order management software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable.

We work closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

Fresho has raised over $45m to date and processes almost $400m monthly through the platform with 750,000 orders monthly. We are headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

About the Role

Fresho is looking for a Customer Experience Specialist to join our global CX team and help deliver thoughtful, high-quality support to the food and hospitality businesses that rely on us every day.

This role sits at the heart of Fresho. You’ll be the trusted first point of contact for our customers - answering questions, resolving issues, and guiding users through the Fresho platform with clarity, empathy, and care. You’ll balance speed with quality in a fast-moving, high-volume environment, while always keeping the customer experience front of mind. You’ll also contribute to improving how we support customers proactively through tools and content. 

You don’t need to come from a SaaS or tech product background to succeed in this role. We’re seeking experience working in a professional, office-based environment with strong computer and phone capability 💻📞💬  - you’ve had roles where you’re responsible for delivering consistently high-quality customer support via email, phone, and chat. You’re efficient, known for your organisation, highly process-oriented, and comfortable navigating technical conversations and systems.

Good to Know

• Location: This role is based at our beautiful Melbourne HQ in Central House, South Melbourne (a vibrant office base with regular events like free lunches, socials and excellent facilities!), with a hybrid arrangement once you’re fully ramped (2-4 days p/w in office, with WFH flex).  

• Training & Onboarding: You’ll be fully supported during your onboarding, with guidance from our experienced Melbourne team to get you set up for success.
  
  

Responsibilities

Customer Communication & Technical Support

• Deliver high-quality customer support via Intercom (our primary CX platform) across chat, email, and phone

• Confidently handle phone-based support where required, providing clear explanations and reassurance to customers.

• Monitor, review, and support the ongoing improvement of Intercom’s AI functionality (Fin) - including sense-checking responses, flagging gaps, and helping maintain accurate help content.

• Troubleshoot and resolve product and technical issues within the Fresho platform, escalating appropriately when required.

• Maintain clear, concise, and accurate documentation of customer conversations and outcomes in Intercom and related systems.

• Meet daily case volumes and response-time expectations, balancing efficiency with quality.

• Identify and report trends, recurring issues, unusual requests, or customer feedback through the appropriate internal channels.

Customer Value Creation

• Work closely with Sales and Onboarding to identify opportunities where Fresho can better support customer success.

• Contribute to customer education over time - including product guidance, feature explanations, and training support.

• Encourage and support positive customer feedback across channels such as Google, Trustpilot, and LinkedIn.

• Continuously build your product knowledge and understanding of customer use cases.
  

Stakeholder Collaboration & Continuous Improvement

• Partner with Sales, Onboarding, Product, Engineering, and internal stakeholders to resolve customer issues and share frontline insights.

• Contribute to improvements in CX processes, workflows, and support content, including help centre articles.

• Maintain a consistently professional, well-organised, and customer-first approach when working with a diverse customer base across foodservice and hospitality.

What Success Looks Like in This Role

• Consistently excellent customer experience: Customers feel heard, supported, and confident using Fresho - reflected in strong CSAT scores and positive feedback. ⭐️

• Fast, efficient support: You manage a high volume of conversations in Intercom while maintaining strong response times and quality outcomes. ⚡️

• Clear, confident problem-solving: Customer escalations or issues are resolved accurately and professionally.

• Process and system mastery: You follow CX processes closely, keep conversations and outcomes well documented in Intercom, and contribute to reliable data. ✅

• Product and platform knowledge: You build a deep understanding of the Fresho platform and use it to educate customers, answer questions independently, and support ongoing success.

• Strong internal collaboration: Product, Engineering, Sales, and Onboarding value your input because you share clear insights, trends, and customer feedback. 🤝
  
  

Qualifications, Skills, and Experience

We’re Looking For:

• Experience in a professional, office-based customer support or service role, supporting customers via email, phone, and/or chat.

• Strong written communication skills, with the ability to explain information clearly, calmly, and professionally.

• Confidence using computers, systems, and customer support tools - you’re tech-savvy and comfortable learning our internal platforms including the features of the Fresho products you support

• A process-driven mindset - you follow workflows, document conversations clearly, and understand the importance of accuracy and consistency.

• Good organisation and time management skills, with the ability to manage multiple customer conversations at once.

• A genuine desire to help people, paired with a practical, problem-solving approach.

• Comfortable working in a high-volume, metrics-aware environment, balancing speed and quality.

It’s a Bonus if You Bring:

• Experience in foodservice, hospitality, wholesale, logistics, supply chain, or related industries

• Previous CX experience in software/SaaS

• Experience using Intercom, Salesforce, or another customer support or CRM platforms

• Experience working with distributed/global teams or stakeholders across regions
  

In return we’ll offer

Everything you need to live and work well.

• Employee Share Option Plan so you can share in Fresho’s success

• LinkedIn Learning Subscription with weekly work time dedicated to growing new skills

• Mentoring programme to help you grow and exceed your potential

• Flexible working with hybrid and fully remote teams

• Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines

• Regular socials (with snacks and drinks of course!)

• Fresho merch so you can look sharp in our branded swag

• Referral bonuses - invite your friends and get paid for it!

• Employee Assistance Program to support your mental health and wellbeing

• CEO Book Club where role related e-books are on us

• Paid time off for fertility treatments and generous parental leave policy
  

Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.