Support Representative - Sydney Office

📋 Description

• Respond to customer questions via email, chat and calls with empathy.
• Educate users about our product and help them achieve their goals.
• Troubleshoot issues and escalate bugs or technical challenges when needed.
• Create or update help center articles and internal support documentation.
• Collaborate with product and engineering teams to share user insights.
• Manage time effectively between reactive support and proactive tasks.

🎯 Requirements

• 4+ years in customer support, ideally SaaS/tech.
• Advanced English (C1+) and fluent in Spanish, written and spoken.
• Experience with Intercom or Zendesk; inbox management, workflows, tags, macros, reporting.
• Empathetic, patient, and passionate about helping others.
• Hands on with engineers to investigate bugs and improve the product.
• Proactive, organized, and able to work independently.

🎁 Benefits

• Superannuation
• 4 days at office (WFH one day) with flexibility
• Time to Recharge: unlimited paid time off
• Amsterdam Program visit HQ for 2-4 weeks yearly
• Work remotely for up to 4 weeks per year
• Extensive paid family leave