Product Support SpecialistNew

Overview

Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, helping 25 million employees across 6,500+ companies transform engagement, performance, and teams. We are backed by leading VC funds with offices in the US, UK, Germany and Australia.

How you can help make a better world of work

Culture Amp is looking for a Product Support Specialist to join our Melbourne-based team, servicing the Australian Eastern Timezone. You will support customers in their use of the Culture Amp platform and provide a personalised, Culture First experience.

In this role you will apply your customer support experience, technical know-how, and curiosity to guide customers and investigate instances of unexpected behaviour.

You will

- Serve as the first point of contact for customers via support channels (email, chat, video conference).

- Answer questions related to the Culture Amp platform and escalate when necessary – we receive around 4,000 emails and 4,000 chats per month.

- Educate and empower customers to become proficient Culture Amp users.

- Support internal teams by responding to quick questions in Slack or joining virtual meetings as a product expert.

- Ensure customer data is handled securely and manage internal requests for account access.

- Advocate for customers by providing feedback to product and engineering teams.

- Collaborate with the Customer Organisation across multiple time zones to improve the customer experience.

Soft Skills

- Enjoy interacting with people and building customer relationships.

- Empathise with customers and communicate clearly about technical issues.

- Explain complex concepts in simple terms.

- Ask open-ended vs. close-ended questions to diagnose issues effectively.

- Self-directed, motivated, and curious to learn – especially about technology.

Experience

- Experience as part of a globally distributed team supporting a SaaS product or in a customer-facing role.

- Familiarity with help desk tools (e.g., Intercom, Zendesk, Freshdesk, Help Scout).

- Ability to handle multiple customers in a high-velocity environment.

- Technical understanding of Email, Single Sign-On, and SFTP (not required but helpful).

Benefits

- Employee Share Options Program to share in Culture Amp’s success.

- Coaching, programs and budgets for personal and professional growth.

- Mental wellbeing and coaching support options.

- Monthly Camper Life Allowance to spend as you like.

- Team budgets for team building and connection.

- Quarterly wellbeing pauses to reset and rest.

- Extended year-end breaks and excellent parental leave.

- Wellbeing days, and a work-from-home setup budget.

- Medical insurance coverage for you and your family (US & UK only).

Diversity, Equity & Inclusion

Culture Amp is committed to diversity, equity and inclusion with Employee Resource Groups and ally communities. We publish commitments to anti-racism and invite you to review our approach and participate in ongoing efforts.

Application notes

We encourage you to apply if you’re interested and can contribute to our team with your unique experience. If you require reasonable accommodations, contact accommodations@cultureamp.com. Your diversity information is collected voluntarily and is used for internal analysis to improve our hiring process. Your responses are confidential and do not affect hiring decisions.

Location: Melbourne (hybrid role). This job description may include a standard application form with fields for name, contact details, resume, LinkedIn, visa status, and other demographic questions. By applying, you consent to Culture Amp handling your information according to our privacy policy.

Apply for this job

First Name, Last Name, Email, Phone, Country, Resume/CV, Location, Visa sponsorship status, and other standard application fields are requested in the form.

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