Customer Support Services Officer

• Leading Mental Health Educational Provider, NFP
• 10-month Fixed Term, Full-Time Position
• Hybrid work – Melbourne CBD

Who we are:

Mental Health First Aid International is a global health promotion charity dedicated to the provision of evidence-based education programs that increase mental health literacy, reduce stigma, and help people develop the skills they need to encourage people to seek professional help.

We support a global movement across 30 countries of organisations dedicated to prevention and early intervention to reduce the impact of psychological distress and mental health problems in families, communities, educational settings, and workplaces.

We are grounded in high-quality research and evaluation and value lived experience.

We are purpose driven and focussed on impact.

We are committed to health equity and to supporting priority need populations.

We exist to change and save lives every day.

About the role:

We are seeking a full-time, 10-month fixed term Customer Support Services Officer who will provide an exceptional experience for those who contact and interact with Mental Health First Aid International. The successful candidate will be passionate about providing support and be committed to resolving queries promptly and professionally.

Key responsibilities of the role include:

Key responsibilities of the role include:

• First point of contact for all MHFA inquiries.
• Maintain a standard of excellence in service in line with our processes, quality measures and organisational policies.
• Monitor workflows around incoming enquiries and outgoing support in a timely manner.
• Provide information and consultation to customers on MHFA course selection, delivery options, arrangement of private courses and planned delivery of MHFA courses.
• Support the day-to-day running of Australian Operations by completing key administrative tasks with our key systems; Zendesk, Salesforce, Moodle and Instructor Portal.
• Supporting the stakeholder journey including use of our website, Salesforce, MHFA online Shop, MHFA Courses/Products, Moodle, Instructor Portal.

About you:

A team player you will be result orientated and have:

• A minimum of 2 years front-line customer support experience, with a passion for delivering outstanding customer service.
• Experience in using CRMs and ticketing systems, Salesforce and Zendesk experience highly regarded.
• Excellent interpersonal, written, oral communication skills with demonstrated ability to communicate effectively and relate well to staff, internal and external stakeholders.
• A high level of organisation, an exceptional ability to prioritise well, work under pressure and high degree of attention to detail.

Culture and Benefits

At Mental Health First Aid International we embrace our differences as we know that diversity helps us to innovate and make the biggest impact possible. We encourage applications from diverse backgrounds including people with lived and living experience of mental health, Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds and people of all ethnicities, faith, disability, socio-economic background, sexual orientation and gender identity.

Our benefits include:

• Salary Packaging
• Employee discounts at popular retailers
• Flexible working conditions
• Ongoing opportunities for Professional Development
• Employee Assistance Program for confidential wellbeing support
• Contributing to an organisation that is working towards a world where we all have the skills, knowledge and confidence to help someone experiencing a mental health problem.

How to Apply

If you have exceptional customer service skills and are looking for your next challenge, apply by forwarding a one-page cover letter and your resume to A copy of the position description can be found at

If you would like to discuss the role, contact Leonard Puglia at

Please note

that applications submitted without a cover letter will not be accepted

Applications close 21 September 2025.