
Client Support Specialist
Bright Labs
Posted 14 days ago
At Bright Labs, we craft performance-first digital solutions across strategy, web, marketing and hosting. We're proudly independent, deeply human, and committed to helping our clients thrive.
As a Client Support Specialist, you'll play a key role in our growing support team ensuring clients feel heard, cared for, and confident every step of the way.
The Role
Reporting to our Client Support Lead, you'll manage day-to-day support requests across a mix of long-term and retainer clients. That includes triaging tickets, preparing quotes, managing minor change requests, and keeping everyone up to date. You'll also help maintain and deliver Maintenance Agreements (MAs), monthly retainers, and ad hoc work with clarity, consistency, and care.
You'll collaborate closely with our delivery, digital production, and technical teams to get things done, and support Signature Clients when the Support Lead is away. We're looking for someone who enjoys problem-solving, and knows how to communicate with warmth and professionalism.
You'll Be Responsible For
Triage and manage tickets via Zendesk, ClickUp, Slack, and email
Prepare and send quotes for minor works and updates
Track progress, escalate as needed, and maintain clear documentation
Coordinate timelines, feedback, and approvals with empathy and clarity
Help deliver monthly retainers and Maintenance Agreements
Assist with light QA and testing of support tasks or change requests before handover to clients
Collaborate with other teams (e.g. Production) as needed during peak periods to ensure smooth client delivery
About You
2–4+ years' experience in a digital, creative, or tech-based client service role (agency experience preferred)
Excellent written and verbal communication - clear, calm, and professional
Comfortable with support systems like Zendesk, ClickUp or similar tools
Sharp eye for detail and a high bar for accuracy and tone
Dependable, collaborative, and a natural problem solver
Motivated to learn and grow within a supportive and ambitious team
Full work rights in Australia (no sponsorship available)
Why Join Bright Labs?
Hybrid flexibility (WFH + Melbourne CBD office)
Talented team and strong leadership support
Clients who trust us to do meaningful work
We value curiosity, accountability, and creativity - and we're growing fast
You'll be supported, coached, and encouraged to shape how we grow together
How to Apply
Submit your CV and a short note about why you're interested in the role. We read every application personally and value thoughtful submissions.
Let's create moments of magic, together.
About Bright Labs
This company does not have any further information provided at this time. We encourage you to research the company by searching for them to learn more about the company or role in question before applying.
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