Location: Hybrid (Morwell)
Employment Type: Full-Time

Remuneration: $60,000 - $70,000

Ideal start date is October 6th

About Splice

Splice Internet is a brand-new regional internet service provider on a mission to bring high-speed fibre internet to rural communities.

As a subsidiary of Rural Fibre Co (RFC), we are creating an innovative and fun connectivity experience for Gippsland. We are the retail arm for the wholesale fibre network belonging to RFC.

You will have the unique chance to help shape the future of our brand and technology, both at RFC and Splice.

With a small but highly capable team, we are building cutting-edge software solutions that redefine customer experience, streamline operations, and scale efficiently.

The role

This is a customer support role… but not as you know it. As our Customer Support & Success Partner, you’ll be the friendly human face of Splice, helping customers navigate connections, outages, billing, and all the bits in between. But here’s the twist: you’ll also work closely with our software and product teams to redesign how support works entirely.

Using the latest in automation, Machine Learning, and a sprinkle of “Splice magic,” you’ll help us build smarter systems, from ML-powered ticket routing to interactive onboarding flows. You’ll be equal parts problem solver, system shaper, and customer champion.

A week in the life at Splice will look like for you…

Day

Daily Spontaneous Tasks

Always-in-focus: Answer calls/callbacks, respond to tickets, and support customers with empathy and clarity, while actively identifying patterns, bottlenecks, and pain points to help us build smarter, more automated systems that reduce friction and improve every interaction over time.

Monday: Triage weekend support tickets; Review support dashboard metrics including support system usage and identify breaking points.

Tuesday: Work on process flows in-between calls and improve ML/AI Prompts to better deliver services to the customer.

Wednesday: Draft new/improve self-service FAQ based on the week’s queries, review support performance metrics

Thursday: Join all team meeting, highlight pain points and potential solutions with dev team.

Friday: Wrap up escalations, log major learnings, prepare support insights for next week’s planning

About you

You’re empathetic and love helping people, but you also hate inefficiency. You get fired up when you see a process you can automate or a workflow you can fix.

You’re tech-savvy (but not necessarily a coder), thoughtful, and not afraid to speak up when something’s broken.

You’ll be at your best when bouncing between customers and colleagues, turning real-world problems into scalable support solutions.

The things you’ll do

Handle inbound customer queries via phone, email, and ticketing platforms.

Surface trends in customer pain points and contribute to system design.

Work with our software team to shape support tools, flows, and automated processes.

Collaborate on the development of AI/ML-powered support solutions (e.g., smart classifiers, ticket deflection, AI Voice and MCP).

Contribute to our Help Centre and other self-service resources.

Champion the customer perspective internally! You’re their voice in the room!

Assist with escalations and follow up to ensure issues are fully resolved.

Participate in cross-functional planning to improve product and support integration.

Help lead the way for future support team members by building systems that set up our teams for success.

What you’ll bring

Previous experience in customer support, success, or operations, especially in a tech or telco setting (Highly desired).

Strong personable communication and problem-solving skills.

Intermediate or higher technical knowledge of basic household internet (don’t worry if you’re not a network engineer, we’ll teach you the rest)!

Willingness to learn, hear new perspectives, work collaboratively and play with the team.

A systems-thinker mindset, you’re always asking “why” and “how can we fix this for good?”

Comfortable with digital tools (CRMs, help desk software, spreadsheets, light automations).

Interest in machine learning, automation, or customer experience design is a big plus.

Able to regularly attend the office, completing your day-to-day tasks.

A willingness to live our values of “Dare to be Different”, “Play together, Win together”, “No Bullsh*t”, “Get Sh*t Done” and “Everybody Goes Home”!

We actively encourage applications from people of all backgrounds, including those from underrepresented groups.

Why join us?

Competitive pay and opportunities for career growth in a rapidly expanding
telecommunications company.

5 Weeks’ annual leave plus 3 days’ community service leave.

Opportunity to shape the technology direction of a fast-growing ISP.

Direct impact on rural communities by delivering better internet access.

Autonomy to build solutions from scratch and make key technical decisions.

Work in a fast-paced, collaborative, and problem-solving environment.

Potential for equity in Rural Fibre Co as we grow.

If you’re a people-first problem solver who’s just as excited by a great customer experience as you are by fixing the systems behind it, we’d love to hear from you. Apply now and help Splice reimagine what support looks like in regional Australia.

How to apply

Visit www.ruralfibre.co/careers and enter your application.

We can’t to see you find your new home thriving in the Splice team!