Senior Customer Support Specialist

We’re looking for a Senior Customer Support Specialist to help guide a team, take on the trickier customer issues, and work closely with Product and Engineering to keep improving how things work.

What You’ll Do

• Handle complex client issues across tickets and calls.
• Escalate technical issues clearly to Product/Dev, track progress, and ensure timely responses.
• Manage multiple high-urgency or VIP issues at once while keeping communication clear and calm.
• Maintain high standards across CSAT, ticket quality, call volume, and reliability.
• Provide daily coaching, identify skill gaps, and support the Team Leader with performance insights.
• Ensure compliance with privacy and data-handling policies.
• Create and maintain documentation for complex tasks and workflows,
• Work with other teams on cross-functional initiatives, assist with candidate “vibe checks,” and contribute to a positive, collaborative team culture.

What we’re looking for

• Someone with a proven track record of delivering exceptional customer support.
• A natural mentor who lifts teammates up without being asked.
• A calm operator who thrives in fast-moving environments and can juggle multiple high-priority issues.
• Someone who sees support not just as troubleshooting, but as a key driver in product quality and customer experience.
• A critical thinker who loves improving processes, documentation, and outcomes.

Perks & Benefits:

• A hybrid work week (2-3 days in office, the rest from wherever you work best).
• Mentorship and growth opportunities – we want to see you thrive.
• A legendary snack cupboard (fuel for the creative brain ).
• Regular team outings, events

Skills & experience

• 2+ years in SaaS technical support (or similar), with strong experience in escalation handling, troubleshooting, and documentation.
• Excellent communication skills — you can explain technical concepts clearly to both clients and internal teams.
• Demonstrated coaching or mentoring ability.
• High attention to detail, especially in documentation and process improvement.

Nice to have

• Familiarity with Intercom, Confluence, Jira, Zendesk, or similar tools.
• Exposure to product feedback loops, QA processes, or feature testing.

Why Register With Superior People Recruitment

With over 20 years of recruitment experience in Australia, we understand employer expectations and help candidates position themselves for success.

• Melbourne-based recruitment specialists
• Confidential handling of resumes
• Access to hidden job opportunities
• Australia-wide placement support
• Ethical and professional recruitment practices

Careers & Resume FAQs

Is it free to submit my resume?

Yes. Recruitment services are free for candidates.

Will my resume be kept confidential?

Yes. All resumes are handled confidentially and only shared with employers with candidate consent.

Do I need to apply for a specific job?

No. You can submit your resume to be considered for current and future roles.

Do you place candidates outside Melbourne?

Yes. We place candidates Australia-wide, including regional and interstate role