Customer Support- Australia

Company Description

INDY Cinema Group is a global innovator in the movie theatre industry, providing cutting-edge software solutions. They develop a comprehensive cloud-based platform that transforms cinema operations, serving cinema owners, managers, employees, and moviegoers worldwide.

Team Description

The company operates with an international team committed to five core values:

• Customer obsession: Exceeding expectations and prioritizing customer benefit
• Innovation-focused: Embracing change and constantly pursuing improvement
• Results-driven: Taking accountability and seeing projects through to completion
• Integrity-based: Maintaining ethical behavior and transparency
• Collaborative culture: Operating with mutual respect, humility, and team-first mindset

Role Description

Customer Support Expert position reporting to the Senior Support Expert in Australia. This remote role involves providing comprehensive support and training to global cinema clients, requiring occasional travel within Australia and New Zealand. The position may require weekend and non-standard hours to ensure continuous customer support coverage.

Responsibilities

• Manage and develop client relationships globally
• Handle support tickets and customer calls independently
• Collaborate with international support and engineering teams
• Lead cinema onboarding processes and training sessions
• Conduct workshops and feature update training
• Provide feedback on service improvements and customer satisfaction
• Cover support during team member absences, including weekends and off-hours
• Work with software developers to communicate client needs

Preferred Qualifications

Essential

• Movie theatre work experience with technology focus OR 1+ year in SaaS customer support
• Strong phone communication skills
• Self-directed multitasking ability
• Advanced IT troubleshooting capabilities
• Experience in software platform onboarding
• Remote training delivery experience
• Experience working with software development teams

Desired

• Cinema ticketing provider experience
• Cinema management experience
• Email marketing software knowledge (Mailchimp, Klaviyo, CustomerIO)
• CSS/HTML understanding
• Data analytics background
• Experience with support CRM systems (Intercom, Zendesk)

Compensation

• Base salary starting at $70,000 AUD
• 28 days paid annual leave (inclusive of public holidays)
• Location: Remote position based in Australia
• Travel requirements: Occasional travel within Australia and New Zealand