Customer Experience Champion

This is a part-time role based in our Auckland office, 20 hours per week on a 6-month fixed-term contract and for the right candidate, there's an opportunity to turn this into a permanent role.

About Woop!

Woop is an award-winning meal kit subscription transforming how New Zealanders cook at home.

In our kitchen, it is calm.  Everything in its place.  Mise en place, as the French say.  This guides our approach to preparing delicious ingredients & handcrafted sauces. We take inspiration from some of the best globally inspired dishes and combine them with the freshest local New Zealand ingredients, so our members can prepare a beautiful, homemade meal in half the time.

We love what we do, what we eat and what we are.  Our mission is to empower our members to live their best lives every night by creating connected moments.  We dare to care for our customers and community and we know we are stronger together - working as one team to deliver meaningful results.  With curiosity and a hunger for learning at our core, we’re always finding new ways to innovate, grow and deliver on our promise that at the heart of a good life is great food.

About the role:

We’re looking for a proactive and detail-oriented Customer Champion / Administrator to join our team on a part-time basis. As an online business, our customer experience is entirely digital and phone-based — this is a varied, hands-on role combining reactive customer support with administrative and operational tasks that keep that experience running smoothly.

You’ll be the voice of the customer internally — handling everything from inbound queries and payment issues to recipe card proofing, account management, and financial reconciliations. It’s a great fit for someone who enjoys variety, is comfortable switching between tasks, and takes pride in getting the details right.

This role has a strong outbound calling component — you’ll be picking up the phone to welcome and onboard new members, reconnect with cancelled and lapsed members, and drive reactivation across the customer base.

What you’ll do:

Customer Experience (Reactive & Outbound)

• Respond to inbound customer emails and calls in a timely, friendly, and solutions-focused manner
• Make outbound calls to customers to resolve failed payments, following up promptly to recover and retain business
• Proactively call customers regarding urgent claims, ensuring swift resolution and clear communication
• Lead outbound reactivation calling across all membership/subscription tiers to win back lapsed customers
• Respond to member reviews and NPS (Net Promoter Score) feedback, both positive and negative

Account & Offer Management

• Manage customer accounts, including offers and spend-related adjustments (e.g. spend stretch)
• Provide cover for team leave, stepping in on core CX and administrative duties as needed

Administration & Reconciliation

• Complete general administrative tasks to support the wider team
• Carry out monthly credit reconciliation
• Perform bank transfer reconciliation
• Pull and compile data for reporting and analysis as required

Product & Content Support

• Proof recipe cards on a rotating basis, checking for accuracy and quality
• Act as subject matter expert and point of contact for website testing, flagging issues and feeding back to the relevant team

Excel, Data & Reporting

• Build and maintain Excel reports (XLOOKUP, pivot tables) and clean CRM data exports independently, without engineering support.

• Produce clear, regular reporting on pipeline and customer engagement activity, presenting findings with a point of view on what the data means and what should happen next.

What You’ll Bring

• Strong interpersonal and communication skills, with the ability to hold confident, empathetic customer conversations including renewals and re-engagement.
• Previous Customer Service Experience (or Outbound Calling Sales Experience)
• Confident, friendly telephone manner with genuine comfort making outbound calls, not just handling inbound
• Strong written and verbal communication skills, with a customer-first mindset
• High attention to detail, particularly for proofing and reconciliation work
• Comfortable managing multiple, varied tasks and switching priorities across a week
• Basic numeracy and confidence working with financial reconciliations
• Previous experience in a customer service, administration, or operations role preferred

If you’re ready to take the next step in your career and be part of a company that lives and breathes its values, apply now by attaching both a cover letter (detailing your specific experience in customer service) and CV.

Apply Now!