Back
Senior Support Specialist
Full-time
Senior Support Specialist - HR Tech
Sydney | Hybrid | Permanent
Join a growing Australian HR technology business and take ownership of complex support across its enterprise and government client base.
This is a great opportunity for an experienced support professional who enjoys solving challenging client issues, improving processes and helping a growing team deliver an exceptional customer experience.
The opportunity
As the Senior Support Specialist, you'll act as a senior escalation point for enterprise and government clients while working closely with Account Management, Product and Technology. You'll also help manage and optimise AI-assisted support tools within Freshworks.
This is still a hands-on position, so you'll be comfortable jumping into the ticket queue and supporting the wider team when volumes are high.
What you'll be doing
Supporting enterprise and government clients with complex or escalated enquiries
Providing clear, responsive and professional service across multiple support channels
Working closely with Account Management to deliver a seamless client experience
Handling enquiries relating to police checks, identity verification, qualifications and right-to-work checks
Reviewing identity documentation as part of the police-check process, with full training provided
Ensuring sensitive and compliance-related enquiries are handled accurately
Taking ownership of Freshworks' AI functionality, including training, accuracy monitoring and ongoing optimisation
Providing guidance and escalation support to frontline team members
Improving internal documentation, SOPs and knowledge-base content
Identifying recurring issues and opportunities to improve support processes
What we're looking for
At least three years' experience in senior customer support, client success or support operations
Confidence managing complex or high-stakes client interactions
Strong written and verbal communication skills
Experience supporting enterprise clients, key accounts or senior stakeholders
The ability to work independently and manage competing priorities
Excellent attention to detail when handling sensitive information
Experience using Freshdesk, Zendesk, HubSpot or another helpdesk or CRM platform
Sydney-based availability for a hybrid working arrangement
Experience in HR technology, recruitment, background screening, government or another compliance-sensitive environment would be highly regarded. Exposure to Freshworks products or AI-assisted support tools would also be valuable, but no coding experience is required.
What's on offer
Permanent position with a growing Australian technology company
Hybrid working, with two to three days per week in the Sydney office
Monday and Thursday as core office days
Genuine ownership and the opportunity to shape how the support function develops
Full product, platform and compliance training
Collaborative, low-ego team environment
Clear scope to grow as the enterprise and government client portfolio expands
If you're an experienced support professional looking for greater ownership, more complex client work and the chance to help shape a growing support operation, apply now for a confidential discussion.
