Employer Bio:
Our client is a thriving digital marketing business with a loyal client base, a steady stream of project work, and a growing need for structured, high-quality support. With a focus on reliability, responsiveness, and long-term client relationships, they help businesses stay visible, connected, and operating smoothly online. This new role has been created to bring greater consistency and leadership to the support experience, ensuring every client query is met with care, clarity, and calm technical know-how.

The Job:
There’s plenty happening here, and no two days will look exactly the same. The pace can shift, and the requests will vary, but what stays constant is the need for someone who brings clarity, care, and consistency to every client interaction. At its heart, this is a role about continuity. The kind that keeps conversations flowing, tasks moving, and clients feeling supported without fuss. It lives in the detail but quietly shapes the bigger picture, helping the team stay on track and the client experience feel seamless. You’ll be the person clients turn to first when something’s unclear, not working, or simply needs attention, and the one they reach out to when they want help, clarity, or a speedy solution. Some days will involve quick wins such as a plugin update, a content tweak, or a login reset. Others will call for a bit more digging, context gathering, and coordination across internal teams. You won’t be working in isolation, but you will be expected to lead the loop from first contact to resolution, communicating clearly and consistently along the way. You’ll also help refine the systems that support the support function, from keeping internal documentation current to making light-touch improvements to chat tools or CRM settings. The business is open to new ideas, committed to continuous improvement, and ready to shape the next phase of client support around someone who brings confidence, initiative, and a team-first mindset. While the immediate focus is hands-on delivery and client care, there is a clear pathway toward leadership for someone looking to grow into that next stage.

Benefits On Offer:
- Structured onboarding and mentoring from an experienced internal lead
- A defined pathway into future leadership for those ready to grow
- Stable hours, a friendly team, and strong internal support
- No shift work, no late nights, and no unnecessary fluff

Culture Snapshot:
This is a business that doesn’t overstate. The team is sharp, collaborative, and full of personality. They take the work seriously without taking themselves too seriously, and they get the best out of each other by keeping things light, honest, and human. You’ll be joining a team that values follow-through, clarity, and good humour. It’s professional, energised, and refreshingly low in ego.

Skills Required:
- Prior experience in a client-facing support, coordination, or customer success role
- Confident using WordPress, particularly the admin/backend side (no coding required, but fluency is essential)
- Strong written and verbal communication skills across phone, email, and chat
- Comfortable managing ticketing systems, live chat platforms, CRMs, and related tools
- A genuine commitment to client care in not just solving the issue, but making the experience smooth, clear, and well-paced
- The ability to hold firm boundaries without losing warmth, and to translate tech jargon into calm, client-friendly language
- An analytical mindset with a clear sense of ownership and follow-through
- Exposure to digital marketing language, website structure, or SEO fundamentals will be helpful, though not essential

How To Be Considered:
To apply, follow the links or email [email protected] with your CV. For further information on this opportunity or if you have a disability or medical condition and require alternative access application methods or would like to discuss access requirements/ reasonable adjustments for the recruitment process, please contact Lauren Hogan on [email protected] or 0439 351 629 to discuss.

Who Are We:
Fruition Recruitment is a trusted recruitment and talent advisory practice specialising in executive appointments, strategic hires, and business-critical roles. With deep regional insight and a reputation for sharp, people-first delivery, Fruition partners with forward-thinking organisations to secure high-impact talent through a considered, relationship-led approach. This vacancy is being managed on behalf of a client.

Having a workforce that reflects the community we serve is important to both us, and our clients. Our clients want to attract and retain people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities, and cultures including people of Aboriginal and Torres Strait Islander heritage. If you are interested in a position, we encourage you to apply as we celebrate the benefit that diversity brings to organisations, and to our community.

Please note, due to the large volume of applications responses we receive to our advertised roles, we’re only able to contact shortlisted candidates. If it has been more than 7 business days since the date of your application and you haven’t heard from us but would like some specific feedback on your application, please feel free to contact us directly and we’d be happy to discuss with you.