Customer Support Specialist

Edward Mann is recruiting for a Senior Customer Support Specialist on behalf of an exciting Australian Tech start up. The role is paying up to 95K base + super depending on experience and can be flexible for outstanding candidates. It offers great WFH options and outstanding culture.

It will be a rewarding role that will give you full exposure & great autonomy in planning and executing a broad range of customer success/support initiatives and work closely with experienced teams to craft & grow relationships, ultimately driving the scalability of the business.

About the Role

You'll serve as the escalation point for technical integration issues, advanced product configuration questions, and challenging customer situations. Beyond resolving complex cases, you'll play a key role in identifying process improvements, developing team capabilities, and ensuring we maintain our industry-leading support standards.

This position offers an excellent opportunity to make a significant impact on both customer experience & team development, with potential for growth into formal leadership responsibilities. You'll work closely with Product, Engineering, and Customer Success teams to drive continuous improvement across our support operations.

Key Responsibilities

• Handle complex and escalated customer support cases, including technical integrations, advanced product configurations, and challenging customer situations.
• Collaborate closely with Product, Engineering, and Customer Success teams to resolve technical issues and improve product functionality.
• Identify and implement process improvements to enhance support efficiency and customer satisfaction.
• Develop and maintain support documentation, knowledge base articles, training material, and other resources to support customer education and team training.
• Conduct phone support and video calls with customers for complex technical issues.
• Monitor support metrics and contribute to achieving team KPIs and customer satisfaction goals.
• Mentor and provide guidance to support team members, sharing expertise and best practices
• Participate in customer feedback analysis and contribute insights to product development.
• You have initiative, drive and self-motivation

Your Skills and Experience

• 4+ years of customer support experience, preferably in a SaaS environment
• You are exceptionally organised. You can manage and prioritise several different tasks.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly
• Outstanding problem-solving expertise with the ability to think critically and creatively about customer challenges
• Strong technical background with experience in system integrations and API troubleshooting
• Experience with Intercom, CRMs (HubSpot), and Jira
• Strong mentoring and coaching abilities with a passion for developing others

Additional Perks

• Plenty of room to grow in your career.
• Flexibility - Great hybrid model
• Team culture - be part of a vibrant and supportive team culture where your success is paramount
• Fun team-building experiences - Dinners, Lunches, Activities and the like.

About the Company

Our client is a rapidly growing Aussie tech start-up that is tackling the relatively new EdTech category. They are pioneering to ensure schools, students and parents get the very most from their extracurricular programs - from sport, to music, performing arts, outdoor education and more. They're a fast-paced, venture-backed start-up, and an alumni of the Start mate accelerator program

The product is currently used by 10s of 1000s of staff and students at schools across Australia. They are one of the fastest growing EdTech businesses in APAC growing at a rapid pace in 2025. This year the business will continue to go international, growing across the Middle East and Asia. Over the past year has received large capital injections from a variety of VC partners and being written up in Forbes and the Australian Financial Review.

For more information please apply ASAP.

Edward Mann Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.