Customer Support Specialist – 6 months Fixed Term

Things to note:

· Start Date: 13th October 2025

· Location: Sydney

· Hybrid – 2 days in office - Surry Hills

· Early starts, early finishes (7–7:30am kick-off) – to cover some US based clients

Not all support roles are created equal. Some are just endless tickets and grumpy escalations. This one? Different.

You’ll be joining a global tech business building cutting-edge platforms that blend data, AI and automation to change how industries operate. Think predictive analytics, smarter decision-making, and the kind of tools that help people on the ground save time, money, and resources. Real impact, not just another SaaS widget.

They’re scaling fast, pulling together some serious tech talent, and need someone who can own the customer experience while the business evolves.

This is a fixed-term role through to end of Feb 2026 – ideal if you’re immediately available, caught in a restructure, or looking for something meaningful without the long-term lock-in.

The role:

• Support a high-touch analytics & predictions platform (think: weather + yield forecasting powering smarter, more sustainable outcomes).
• Low ticket volume, high context switching — you won’t be chained to a headset; you’ll be juggling bugs, user access, release notes, and customer updates.
• Be the calm voice when customers need answers, the translator between product/dev/data science, and the one who makes things clearer (not muddier).
• Own release-note → help-content updates so customers can self-serve.
• Tools you’ll live in: Zendesk, Jira, CRM, monitoring dashboards.

What we’re looking for

• 3–5 years in SaaS/Customer support (not IT service desk or call centre).
• Strong with Zendesk & Jira, comfortable with user provisioning, permissions, and triage.
• Excellent written & spoken English – you’ll be rewriting release notes and creating KB articles.
• Happy to start early (7:00–7:30am) to cover ANZ + US customers (and finish earlier – lifestyle win).
• Based Sydney, hybrid (2 days in office max – Surry Hills).
• Tech-savvy, customer-first, thrives on context switching.

Nice to have

• Familiarity with Tableau (or any BI tool).
• Background in B2B tech
• Experience writing KB/help docs or running proactive monitoring.

What you’ll get

• The chance to work on AI/ML predictions that look 180 days ahead – very cool tech with real-world use.
• A role where you’re not just “closing tickets” – you’ll actually shape the customer experience.
• Flexible hybrid (and early-finish days thanks to early starts).
• Salary: $75–85k + super (fixed term).

Who should apply

You’re the person who can walk into chaos, make sense of it, and leave customers thinking “wow, they actually get it.” You’re not fazed by context-switching, and you don’t need a 50-person support team to hold your hand.

👉 Sound like your kind of challenge? Apply now and let’s get you in the mix before the current person clocks off in mid-October.

James Farrey

#SCR-james-farrey