About Us

Droppah is a clever rostering and time tracking tool that helps hospitality teams run smoother shifts. Founded in New Zealand, we’ve been helping small businesses work smarter for over a decade. Now we’re building a team in Sydney as we grow our presence in Australia.

About the Role

We’re on the hunt for a full time, in office Customer Support Analyst to join our small (but mighty!) Sydney team. You’ll be at the heart of our Droppah customer experience helping venues, bars, restaurants, and cafes across Australia get the most out of their rostering software.

This role is for someone who’s not just answering tickets, but actively helping us build how we do support from support flows to help docs, onboarding content, and feedback loops to the team. As one of our first boots on the ground, you’ll have room to stretch and shape what customer excellence looks like.

What You’ll Be Doing

Responding to support enquiries via email, phone, and ticketing/chat platforms

Troubleshooting and resolving software issues with curiosity and care

Escalating bugs or complex issues when needed

Creating and maintaining clear, helpful user documentation and support content

Producing engaging video tutorials to support customer learning and onboarding

Helping train and onboard new customers to set them up for success

Contributing to QA testing for new features and updates

Spotting patterns in support queries and suggesting process improvements

Keeping detailed records of customer interactions and resolutions

Supporting a culture of empathy, learning, and continuous improvement

About You

You’re a natural problem solver and communicator who gets a buzz out of helping people succeed. You thrive in environments where things are still being figured out and you’re energised by the chance to help build something from scratch.

You’ll thrive in this role if you:

Have 1-2 years’ experience in customer support, software QA or similar roles

Communicate clearly, confidently, and with a touch of personality

Are tech savvy, and enjoy understanding how things work under the hood

Are organised, self motivated, and can juggle multiple threads at once

Enjoy creating tidy, readable help content and training resources

Are excited to work onsite with your team in Surry Hills, Sydney

Extra bonus points if you:

Have hospo experience (so you’ll relate instantly to our users!)

Have worked in SaaS, rostering, or workforce management software

Have used Droppah before (or wish you had during a past hospo gig)

Why Droppah? Why Now?

This isn’t just another support job. You’re getting in on the ground floor of our Australian team, with a front row seat to how we grow. We’re building the future of Droppah’s customer experience, and your fingerprints will be on everything from how we talk to customers, to how we onboard, train, and support them long term.

We’re a cheeky, collaborative, values driven team who genuinely care about building tools that make hospitality life easier. If that sounds like you, let’s chat.

Applications close 5pm Monday 30th June.