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For the first time in a while, we’re rebuilding the heart of our customer experience.
As Nourish’d continues to grow, so does the complexity behind the scenes. More customers. More data. More moving parts. And more opportunity to raise the bar.
We’re searching for a Part-Time Customer Experience Manager — someone who doesn’t just answer tickets, but architects experiences.
Remote (Australia) | 22.5–30 hours per week | $100k pro-rata + super
Our Vision
At Nourish’d, we exist to have real and positive impact on the health of humans.
We’re a founder-led, premium ready-made meal company built on one simple belief: everyone deserves access to fresh, real food that fuels a better life.
Every meal we produce is 100% Coeliac-safe (independently lab tested) and made with that home-cooked quality you simply can’t fake.
But great food is only half the equation.
World-class customer experience is the other half.
Our Values
Our values aren’t posters on a wall. They’re operational standards.
- We are humans before we are numbers
- Start with kindness
- Real impact
- Think without limitations
- Imperfect action
- No bullst!*
If those feel like a strong “hell yes,” keep reading.
Why This Role Exists
Right now, we’re sitting on a mountain of customer data from Zendesk and our AI chatbot, Nia.
Inside that data?
- Patterns.
- Friction points.
- Missed opportunities.
- Retention gold.
- No one owns it properly yet.
Our CEO, Abbey, is currently the final port of call for escalations. While she loves being close to the customer, she’d also love to not be firefighting every week.
This role exists to:
• Extract insight from chaos
• Build systems that reduce tickets
• Empower our Customer Care team
• Own the full customer journey
You won’t just manage support.
You’ll design the experience.
You’ll report directly to Abbey (CEO) and Dave (COO), and manage our part-time Customer Care Agents.
What You’ll Be Doing (The Real Impact Work)
Data Detective Mode
Dive deep into Zendesk tickets and Nia chatbot interactions. Identify recurring issues, trends, and opportunities to eliminate friction before it becomes a ticket.
Build the 12-Month CX Roadmap
- Work alongside leadership to craft and execute a clear strategy. Your goals are simple:
- Reduce inbound ticket volume
- Increase customer satisfaction
- Improve retention
Level Up Our Tech Stack
Own and optimise Nia, our AI chatbot. Make her smarter. More helpful. More autonomous.
Work across Zendesk and Klaviyo (email and SMS) to streamline automation, reduce manual handling, and strengthen the CX ecosystem.
Lead and Empower
Manage and mentor our Customer Care Agents. Be the escalation layer. Raise standards. Create clarity.
Voice of the Customer
Bring real insights to the founders. Help shape product, communication, and operations based on what customers are actually experiencing.
Who You Are
An E-commerce Operator
You’ve worked in an e-commerce business before. You understand subscriptions, fulfilment challenges, delivery issues, and digital customer journeys. This is non-negotiable.
Tech Curious (Borderline Obsessed)
AI doesn’t intimidate you. It excites you. You love experimenting with automation and new tools. You don’t need to code, but you do need to think system-first.
Strategic, Not Reactive
You don’t just fight fires. You build fireproof houses. You zoom out, see patterns, and create structured solutions.
A Calm Leader
You’re confident managing direct reports and being the domain expert. You’re comfortable having tough conversations when needed, always starting with kindness.
Direct, Honest, Kind
- You embody “No BS” and “Start with kindness” at the same time.
- You take imperfect action.
- You don’t wait for permission.
- You care deeply about doing meaningful work.
The Deal
Salary
$100,000 per annum + super (pro-rata for 22.5–30 hours per week).
Flexibility
We are fully remote. You must be based in Australia or close to an Australian timezone. Beyond that, where you work is up to you (and your wifi connection).
Real Impact
This is not a cog-in-the-machine role. You’ll influence customer retention, team culture, systems, and profitability.
Culture
We value imperfect action. We’d rather you test, learn, and iterate than overthink for six months. This is a visible, high-trust role where your thinking will shape the business.
How to Apply
If our values felt like a strong “yes,” we want to hear from you.
Skip the generic cover letter.
Instead, answer this:
Of our six company values, which one excites you the most and why? How would you bring it to life in this role?
We care more about authenticity than polished writing. AI-assisted applications are welcome — as long as the input genuinely reflects who you are. If you’ve phoned it in, we’ll know.
📩 Send applications to: [email protected]