Customer Support Specialist – Zendesk
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Job Description
Customer Support Specialist supporting marketplace users and business partners across phone, email, SMS, and chat. Resolving complaints, escalations, disputes, and safety concerns for Australian and UK customers.
Responsibilities:
- Provide responsive and professional customer support through phone, email, SMS, and messaging channels
- Manage customer enquiries in a high-volume support environment while maintaining service quality and accuracy
- Take ownership of customer issues and ensure timely, accurate, and policy-compliant resolutions
- Follow established procedures and templates while tailoring responses to customer needs
- Communicate with customers with varying levels of English proficiency or familiarity with booking processes
- Adapt communication style and tone depending on customer type and situation
- Represent the business positively and ensure customers feel supported and informed
- Respond to complaints and sensitive matters with empathy, professionalism, and a solution-focused mindset
- Manage customer safety concerns and complex escalations with urgency, discretion, and detailed documentation
- Facilitate fair and objective dispute resolution between customers and service providers
- Identify performance concerns and escalate matters to appropriate internal stakeholders
- Identify root causes, assess risks, and determine appropriate resolutions
- Balance customer satisfaction with operational and business requirements
- Identify process gaps, inefficiencies, and operational risks and recommend improvements
- Assist with creating, documenting, and maintaining internal workflows and support procedures
- Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions
- Share customer insights and feedback with stakeholders for continuous improvement
- Assist with monthly reporting and operational analysis
- Maintain and update records, databases, and internal registers
- Support administrative functions and broader team initiatives
- Remain flexible and responsive to changing priorities and business needs
Requirements:
- Minimum 5 years of customer service experience, including phone-based customer support
- Minimum 3 years of experience handling serious customer complaints, escalations, or complex service issues
- Strong experience working within a fast-paced, high-volume customer support environment
- Excellent verbal and written English communication skills
- Ability to communicate effectively across phone, email, chat, and SMS channels
- Professional phone manner with the ability to build rapport quickly
- Strong conflict resolution and negotiation skills
- Experience handling difficult conversations with empathy and professionalism
- Exceptional attention to detail and accuracy in written communication, data entry, and record-keeping
- Strong organizational and time management skills
- Ability to prioritize tasks and perform effectively under pressure
- A solutions-focused mindset with the initiative to identify and implement improvements
- A collaborative approach with the ability to contribute positively to team culture
- Ability to work independently and make sound decisions in a remote work environment
- Comfortable learning and using digital platforms, customer support tools, and new technologies
- Experience supporting Australian customers is preferred
- Experience supporting UK customers is preferred
- Experience working within a marketplace or platform-based business is preferred
- Experience using Zendesk or similar customer support platforms is preferred
Benefits:
- HMO, Dental, and Life Insurance coverage from Day 1, including one free dependent, with the option to enroll additional dependents
- Birthday Leave, Vacation Leave, Medical Leave, and Maternity Leave benefits
- Up to 6 Vacation Leave credits convertible to cash upon anniversary
- Employee engagement activities including Year-End Party, Family Day, Team Building events, and other company-sponsored activities
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