Customer Support Specialist

About Our Client

Our Client is a building management platform that helps building and strata management companies streamline operations, communications, and compliance. They operate as a lean, high-performing team and value individuals who demonstrate ownership, accountability, and proactive communication.

About the Role

Our Client is looking for a detail-oriented Customer Support Specialist to own their customer-facing support function. This is a part-time contractor role (approximately 3–4 hours per day) suited to someone with strata or building management experience who is seeking flexible, meaningful work.

The successful candidate will be the first line of response for customer tickets, own the Help Scout inbox, and ensure customers feel heard and supported—not just processed.

Key Responsibilities

Customer Support

• Manage and respond to Help Scout tickets, ensuring priority customers receive support within a 30-minute SLA.
• Assign, triage, and resolve inbound support requests while providing genuine and personalized customer service.
• Present support metrics and ticket trends during fortnightly review meetings.
• Develop, maintain, and improve Help Scout knowledge base articles and self-service resources.

Operations Support

• Assist with invoice processing and support basic Xero-related workflows.
• Support the onboarding of new customers, including account setup and configuration tasks.
• Coordinate follow-up activities and ensure tasks are accurately tracked and maintained.

Communication & Calls

• Handle inbound and outbound customer phone calls as required.
• Proactively engage with customers for follow-ups and relationship management, beyond responding to support tickets.

Requirements

Must-Have Qualifications

• Experience within the strata, building management, or facilities management industry.
• Strong written communication skills with the ability to communicate in a warm, clear, and personable manner.
• Proficiency with customer support platforms such as Help Scout, HubSpot, Zendesk, or similar tools.
• A proactive communication style, with the initiative to follow up and engage stakeholders without prompting.
• Previous experience in customer support, customer success, or related client-facing roles.

Preferred Qualifications

• Familiarity with property and strata management platforms such as MyBos, BuildingLink, Stratamax, or similar software.
• Experience using the Google Workspace ecosystem.
• Exposure to Xero and basic invoice processing functions.
• Familiarity with the macOS operating system.

This Role May Not Be the Right Fit If You

• Prefer detailed, step-by-step instructions for completing tasks.
• Depend heavily on AI tools to draft customer-facing communications.

Work Setup

• Flexible part-time schedule (3–4 hours per day), with a preference for afternoon shifts aligned to AEST. Split-shift arrangements may also be considered.
• Paid time off during New South Wales (NSW) public holidays.
• A fully remote work environment.
• The opportunity to collaborate with a growing and innovative team.
• Contractor-based engagement.