Back
Customer Service Specialist
Full-time
Our client is one of Australia's most exciting AI technology scale-ups, transforming how global brands create, produce and scale digital advertising.
Their AI-powered creative production platform enables ecommerce and marketing teams to generate, test and launch high-performing advertisements across
Meta, TikTok and Google
, dramatically reducing the time and cost of traditional creative production.
Fresh off a
$20 million Series A funding round
, they're entering an exciting phase of international growth, with ambitious plans to
10x revenue
and further establish themselves as a global leader in AI-powered advertising.
With offices in
Melbourne, San Francisco and New York
, this is an opportunity to join a genuinely high-growth AI SaaS business with global ambitions, experienced founders and significant investor backing.
The Opportunity
We're partnering with our client to find a proactive, commercially minded
Customer Support Specialist
to join their growing Melbourne team.
This is far more than a traditional customer support role.
You'll be joining at a pivotal stage of growth, taking ownership of customer enquiries, solving product challenges and helping build the systems and processes that will support the company's international expansion.
You'll work closely with Customer Success, Implementation, Product and Engineering, gaining exposure to how a rapidly scaling AI technology business operates.
We're looking for someone who doesn't just want to close tickets but genuinely enjoys solving problems, improving customer experiences and making an impact.
What You'll Be Doing
Own incoming customer enquiries through Intercom and other support channels.
Troubleshoot platform, billing, account and product-related issues.
Deliver fast, clear and exceptional customer support across a growing global customer base.
Work closely with Product and Engineering to resolve more complex technical challenges.
Build and improve help centre articles, FAQs and knowledge base resources.
Identify recurring customer issues and help improve processes, workflows and product functionality.
Collaborate with Customer Success, Implementation and Sales to ensure customers have an outstanding experience.
Help establish scalable customer support processes as the business expands internationally.
Support rostered weekend or out-of-hours coverage when required.
What We're Looking For
We're interested in speaking with ambitious customer support professionals who enjoy technology, thrive in fast-paced environments and want to grow with an emerging AI market leader.
Ideally, you'll bring
Experience in Customer Support, Technical Support or a similar customer-facing role within SaaS or technology.
Experience supporting a high volume of customers while maintaining excellent service standards.
Familiarity with platforms such as Intercom, Zendesk or Freshdesk.
Strong troubleshooting and problem-solving skills.
Excellent written and verbal communication.
An interest in AI, automation and emerging technologies.
The ability to take ownership, prioritise effectively and work independently.
A proactive, adaptable mindset and willingness to help build processes from the ground up.
Experience supporting a product-led or self-service SaaS platform would be particularly valuable.
Above all, we're looking for someone with curiosity, initiative and a genuine passion for delivering exceptional customer experiences.
Why Join?
This is an opportunity to get into an exciting AI SaaS company at a pivotal stage of its growth, with the resources to scale globally and the opportunity to make a genuine impact.
What's on offer
Global exposure – Work with customers across Australia, North America and Asia Pacific.
Career progression – Help shape the customer support function as the company scales.
5 weeks' annual leave – Including the festive season shutdown.
Birthday leave – An extra day off to celebrate.
Paid parental leave – 12 weeks for primary carers and 6 weeks for secondary carers.
Hybrid flexibility – Melbourne-based with flexible working arrangements.
Technology allowance – Support for your workspace setup.
High-performance culture – Work alongside ambitious, talented people building technology at the forefront of AI innovation.
Interested?
If you're passionate about customer experience, enjoy solving problems and want to build your career within one of Australia's most exciting emerging AI businesses, we'd love to hear from you.
