Customer and Software Support

Join the revolution in workforce management

foundU is Australian-grown and managed, home to 75 passionate people who are committed to accelerating the success of Australian businesses.

We've created a platform that streamlines recruitment, onboarding, rostering, timesheet management, payroll, and reporting for a seamless experience. We're in the business of building things most people haven't thought of yet. The pace is fast, and the work is challenging. We dream big, and we fight hard for customer ease.

About the role

We are seeking a passionate and energetic Customer and Software Support specialist to deliver 5-star support and customer service, ensuring our customers maximise the value of our platform.

This role will be the face of foundU, responsible for acknowledging, investigating, and addressing all customer queries on topics ranging from workforce management and reporting to day-to-day platform logistics.

In this role, you will:

• Act as the primary point of contact for both new and established customers, providing prompt and professional responses to all questions and queries
• Recognise that every company is unique, and tailor your support to meet the specific needs of each customer
• Assist customers to make sure that they understand how to get the most out of our product
• Answer incoming calls and respond to customer inquiries via our Help Desk in a timely and efficient manner
• Monitor customer queries and identify areas where our Product team could make improvements to the platform, or where our Training team could provide customers with extra support
• Report any platform bugs or tasks that need attention to our Rapid Response team
• Enhance customer satisfaction by maintaining a positive attitude, building strong rapport, empowering customers, and ensuring consistent, high-quality service tailored to their unique needs
• Identify tickets that need to be escalated to our wider Customer Success or Engineering teams, ensuring that they are resolved quickly and effectively
• Conduct research as needed to support the ongoing development of foundU and our platform
• Keep meticulous records of all customer communications and utilise internal processes to track customer interactions and issues
• Collaborate with other team members and departments as necessary to ensure the smooth functioning of our customer support operations

Do you have the foundU DNA?

Creating a product that helps so many businesses get pay right for their employees is pretty special and it's not something we take for granted.

Our people come from all walks of life -but the one thing that binds us is a glass-half-full, sleeves rolled up, can-do mentality. At foundU, you'll hear a lot of laughs, a fair share of banter, and the odd noisy debate as we nut out the best ways to adapt to whatever a new workplace law throws at us

We are looking for someone who has:

• A proven record of achievement and success in Customer Support in a comparable role, preferably in a client-facing capacity
• A solid understanding of IT service management principles, including request triage, interaction documentation, escalations, and problem resolution
• Clear and professional written and verbal communication skills
• The ability to effectively prioritise tasks and manage competing demands
• A positive, can-do attitude, with strong self-motivation and a willingness to learn
• An inquisitive mindset with a drive to improve processes and systems
• A collaborative and adaptable approach, with strong relationship-building skills
• Excellent attention to detail when managing and monitoring customer feedback and requests
• A passion for creative and effective problem-solving
• Experience working productively with individuals at all levels within an organisation

You'll get bonus points if you have:

• A background in payroll, human resources, or SaaS cloud technology
• Experience using Zendesk, HubSpot or other ticketing and CRM systems

Why join foundU?

Growth

We are passionate about promoting from within. We prioritise the development and growth of our team members through up-skilling, cross-training, and maximising their potential. Diversity is celebrated and we strive to foster a culture of inclusiveness for all members of our team.

Innovation

We've cultivated a collaborative team culture where everyone's voice is heard and valued. We are committed to growth and improvement, embracing feedback and suggestions with an open mind. We always strive to enhance what we do and how we do it.

Collaboration

foundU became part of Citation Group in 2025. Supporting over 12,000 businesses across Australia and New Zealand, our extended team offers workplace compliance solutions spanning HR, employment law, work health and safety, and certification. On top of supporting a payroll platform that Australian businesses can count on, you'll have the opportunity to collaborate with our tight-knit community of workplace experts.

Benefits

• An established hybrid work policy
• A bonus week of annual leave after every 12 months at foundU
• Monthly 'pocket money' to purchase anything that supports your working life – such as training courses, an office chair or even a team lunch
• Free coffee from the local café while working from the office
• Dog friendly office

Want to learn more? Visit:

We encourage applicants from diverse backgrounds to apply for roles at foundU. If you have any support or access requirements, we encourage you to advise us at time of application. We will partner with you to identify the best way to assist you through our recruitment process.

We respectfully ask recruiters not to contact us regarding assistance with job vacancies. Your understanding is greatly appreciated.