Customer Support Specialist

About BuildPass

BuildPass is a venture-backed SaaS business focused on making construction safer and more efficient. Its platform brings Builders, Subcontractors, and Workers together in one place so they can manage safety, quality, and site operations more easily.

The company values curiosity, drive, and the ability to learn quickly. Deep construction experience is not essential, and candidates from outside the industry are encouraged if they bring strong ambition and a desire to contribute to a high-performing team.

About the role

BuildPass is looking for a Customer Support Specialist to strengthen its growing support function, with the longer-term opportunity to grow into a Customer Success Manager role. This position will handle everyday support activity, manage incoming queries, work with the broader support team, and respond to customer concerns by email and phone.

You will partner closely with the Product team on product releases and fixes, and you will play an important role in bringing customer feedback back into the business. The role also involves working with colleagues across Australia, the US, and the Philippines to ensure customers receive quick, consistent, and helpful service.

This is a practical, hands-on position that combines support, onboarding assistance, and internal coordination. It is well suited to someone who enjoys working in a fast-moving SaaS environment and likes turning customer input into real product and process improvements.

Responsibilities

• Handle incoming customer questions through live chat, email, and phone
• Oversee inbound support processing with an external support partner
• Diagnose customer problems and pass bugs or product enhancement requests to the Product team
• Support onboarding for smaller accounts by helping customers get set up and adopt product features
• Reach out to inactive users with friendly follow-ups and re-engagement messages
• Keep help centre articles, support templates, and training videos current and useful
• Assist remote team members to help maintain a consistent customer experience
• Look for ways to improve support workflows using automation and AI-based tools
• Collect repeated customer feedback and feed it into product and customer success planning

Requirements

• Strong communication skills with a clear, approachable, and confident style across multiple channels
• Comfort with technology and the ability to pick up new tools and processes quickly
• Good troubleshooting ability, with a balance of speed and accuracy
• Well organised, reliable, and able to work independently
• Genuine interest in automation and AI tools that improve efficiency
• Availability to work either 7:00am–3:00pm or 9:00am–5:00pm AEST/AEDT
• Interest in AI and enthusiasm for building automations, especially with AI tools
• Experience in SaaS, customer support, or onboarding is an advantage
• Exposure to construction or field-services work is a plus
• Familiarity with HubSpot, Intercom, or Notion would be beneficial

Perks

• Hybrid work arrangement based in Melbourne, with the HQ located opposite Richmond station
• Two bonus wellbeing leave days every six months
• Support for personal development and professional growth
• Monthly team brunches or lunches to stay connected

Additional information

This is an ongoing position. The salary range is AUD 65,000 to AUD 75,000 per year, plus superannuation, depending on experience and seniority.

The role is based in Melbourne with a hybrid working setup.