Client Support Specialist

2 days ago

Melbourne, Victoria, Australia Bright Labs Full time $60,000 - $80,000 per year

At Bright Labs, we craft performance-first digital solutions across strategy, web, marketing and hosting. We're proudly independent, deeply human, and committed to helping our clients thrive.

As a Client Support Specialist, you'll play a key role in our growing support team ensuring clients feel heard, cared for, and confident every step of the way.

The Role

Reporting to our Client Support Lead, you'll manage day-to-day support requests across a mix of long-term and retainer clients. That includes triaging tickets, preparing quotes, managing minor change requests, and keeping everyone up to date. You'll also help maintain and deliver Maintenance Agreements (MAs), monthly retainers, and ad hoc work with clarity, consistency, and care.

You'll collaborate closely with our delivery, digital production, and technical teams to get things done, and support Signature Clients when the Support Lead is away. We're looking for someone who enjoys problem-solving, and knows how to communicate with warmth and professionalism.

You'll Be Responsible For

  • Triage and manage tickets via Zendesk, ClickUp, Slack, and email
  • Prepare and send quotes for minor works and updates
  • Track progress, escalate as needed, and maintain clear documentation
  • Coordinate timelines, feedback, and approvals with empathy and clarity
  • Help deliver monthly retainers and Maintenance Agreements
  • Assist with light QA and testing of support tasks or change requests before handover to clients
  • Collaborate with other teams (e.g. Production) as needed during peak periods to ensure smooth client delivery

About You

  • 2–4+ years' experience in a digital, creative, or tech-based client service role (agency experience preferred)
  • Excellent written and verbal communication - clear, calm, and professional
  • Comfortable with support systems like Zendesk, ClickUp or similar tools
  • Sharp eye for detail and a high bar for accuracy and tone
  • Dependable, collaborative, and a natural problem solver
  • Motivated to learn and grow within a supportive and ambitious team
  • Full work rights in Australia (no sponsorship available)

Why Join Bright Labs?

  • Hybrid flexibility (WFH + Melbourne CBD office)
  • Talented team and strong leadership support
  • Clients who trust us to do meaningful work
  • We value curiosity, accountability, and creativity - and we're growing fast
  • You'll be supported, coached, and encouraged to shape how we grow together

How to Apply

Submit your CV and a short note about why you're interested in the role. We read every application personally and value thoughtful submissions.

Let's create moments of magic, together.

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