About the Role

We're looking for someone who's curious, proactive, resourceful and genuinely enjoys helping people.

You'll be one of the first points of contact for our customers, helping them navigate BuildPass, troubleshoot issues and get the most out of our platform.

This is a varied, hands-on role where you'll gain exposure to customer support, technical troubleshooting, product development, onboarding, AI and process improvement.

You don't need previous experience working in tech or SaaS. We're more interested in your attitude, your ability to think critically and your willingness to learn.

We value people who demonstrate initiative and good judgement, enjoy solving problems and aren't afraid to ask questions.

Salary & Working Arrangements

• Salary: $65,000–$75,000 AUD per annum + superannuation, depending on experience and seniority.
• Location: Richmond, Melbourne, Victoria.
• Employment: Full-time.
• Work Arrangement: Hybrid, with an expectation of working from our Richmond office a minimum of 3–4 days per week.

We value in-person collaboration, particularly when it comes to learning, sharing knowledge and building strong relationships across the team.

What You'll Be Doing

• Customer Support: Respond to customer enquiries via live chat, email and phone, providing clear and practical solutions.
• Technical Troubleshooting: Investigate software issues and collaborate with Product and Engineering teams to resolve more complex problems.
• Knowledge Sharing: Create and maintain help centre articles, troubleshooting guides and training resources.
• AI & Automation: Explore AI tools and automation to improve support processes, troubleshooting and daily workflows.
• Product Feedback: Share customer insights, recurring issues and feature requests to help shape product improvements.
• Team Collaboration: Work alongside colleagues across Australia, the United States and the Philippines to deliver a consistent customer experience.

About You

We're not necessarily looking for someone with years of experience. We're looking for someone with the right mindset, strong instincts and a genuine willingness to learn.

You'll thrive in this role if you:

• Take initiative: You're proactive, resourceful and willing to jump into unfamiliar challenges.
• Have good judgement: You think critically, approach problems thoughtfully and recognise when to seek guidance.
• Ask questions: You're naturally curious, comfortable asking for help and genuinely interested in understanding how things work.
• Take ownership: You're accountable for your work, follow through on commitments and care about finding solutions.
• Communicate confidently: You can explain information clearly, build rapport with customers and remain professional when navigating challenges.
• Embrace learning and technology: You're adaptable, open to feedback and enjoy exploring new software and digital tools.