Customer Support Representative

About the Role

We’re seeking a dedicated Customer Support Representative to be part of our Sydney-based Customer Success team. This full-time onsite position, based in The Rocks, Sydney with an option for one day remote work per week, involves supporting event organizers and attendees through various communication channels including email, chat, phone, and video.

Key Responsibilities

• Serve as the primary problem solver for users, handling inquiries across multiple platforms.
• Troubleshoot technical and ticketing issues with empathy and clear guidance.
• Work closely with product and engineering teams to identify bugs, track trends, and propose new features.
• Author and maintain helpful articles and FAQs to enhance the user experience.
• Embody and communicate our unique, friendly, and slightly quirky brand voice.
• Contribute to nurturing a positive and inclusive team environment where individuality is celebrated.

Candidate Profile

• At least one year of experience in a customer-facing role such as support or customer success.
• Strong technical aptitude with a swift learning ability for new tools and problem resolution.
• Excellent verbal and written communication skills, capable of explaining complex matters simply.
• Remain composed under pressure, practicing patience and de-escalation skills in challenging situations.
• Inquisitive, proactive, and collaborative personality with a genuine interest in people.
• Familiarity with SaaS or ticketing software and tools like Zendesk, HubSpot, or Intercom is advantageous but not mandatory.

Why Join Us

• Your efforts support global social impact initiatives through redistributing all profits to charity.
• Receive a competitive annual salary package ranging from A$65,000 to A$70,000 plus superannuation and tax-effective salary packaging options.
• Work from a vibrant office located in The Rocks, Sydney.
• Engage in a supportive work culture with non-hierarchical structure encouraging idea sharing.
• Enjoy regular social events, team retreats, and unique community gatherings fostering team spirit.

Our Core Values

• Show up: Commit fully to customers and colleagues with care.
• Be bold: Demonstrate independent thinking, take intelligent risks, and contribute ideas.
• Keep it weird: Embrace your authentic self; we celebrate uniqueness.
• The world is not f*cked: Choose optimism and humanity to drive progress.
• This is our second home: Care for each other and the community we build together.

Additional Information

Applicants must hold long-term working rights in Australia. We encourage applications from candidates of all backgrounds and do not make hiring decisions solely on job titles but on demonstrated skills, experience, and enthusiasm. Please include your pronouns and any accessibility requirements for the interview process in your application.