Customer Experience Specialist

About the role

True Protein is seeking a Customer Experience (CX) Specialist to join the team on a 6-month full-time contract, supporting the community that has made True what it is today. The CX team is the voice of the brand. In this role you'll be the first point of contact for the community across phone, email and live chat, helping people with everything from order enquiries to product advice, and making sure every interaction leaves them feeling looked after. This is a hands-on, customer-facing role suited to someone who genuinely enjoys helping people, communicates with warmth and clarity, and takes real pride in getting things right. It is a full-time role on a 6-month contract, working a hybrid mix of onsite at the Northern Beaches office and from home.

Key responsibilities

• Respond to customer enquiries across phone, email and live chat in a timely, friendly and professional manner.

• Support customers with order status, shipping, returns, refunds and account queries from start to resolution.

• Provide product guidance and recommendations, helping customers find the right products for their goals.

• Take ownership of enquiries end to end, following up where needed so nothing falls through the cracks.

• Investigate and resolve order and delivery issues, working closely with Warehouse and Operations teams.

• Handle complaints and difficult conversations with empathy and composure, turning a poor experience into a positive one.

• Escalate complex or sensitive issues to the right people with clear, accurate context.

• Represent the True brand and tone of voice consistently across every channel.

• Build genuine relationships with the community, understanding their goals and treating each interaction as more than a transaction.

• Share customer feedback, recurring themes and pain points with the wider business to help improve products, content and processes.

About you

• 1-2 years' experience in a customer-facing role, such as customer service, retail, hospitality, call centre or ecommerce support.

• A genuinely customer-centric mindset, you get satisfaction from helping people and going the extra mile.

• Excellent written and verbal communication skills, with the ability to adapt your tone to the customer in front of you.

• A positive, can-do attitude and a willingness to jump in wherever the team needs support.

• Strong empathy and patience, with the resilience to stay calm and constructive in difficult conversations.

• High attention to detail and strong organisational skills, with the ability to juggle multiple conversations and priorities at once.

• A team-first approach, you back your teammates and communicate openly.

• A genuine interest in health, fitness and nutrition, and an alignment with what True stands for.

• Comfortable working with technology and picking up new systems quickly.

• Genuine curiosity about how AI can support great customer experiences.

About us

At True, we're on a mission to create a world of healthier people. True Protein was born out of a desire to empower the community in living energetic and fulfilled lives. Since 2014, we have pioneered a new standard in health and performance products, delivering natural, authentic and transparent products without compromise. Australian owned but looking to conquer the world, we are continuously growing the team with creative and community-minded people.

Benefits

• Fun, dynamic, and collaborative work environment

• 4 additional leave days per year

• Onsite staff gym, sauna and ice bath

• Northern Beaches location with onsite parking

• Generous discounts on True Products

• Frequent team events and celebrations

• Plenty of learning and development opportunities