Job Overview

Our client is seeking a Client Support Specialist to join their Global Customer Support team. This role is primarily client-facing and involves managing day-to-day support for a portfolio of smaller clients. You will balance reactive helpdesk support with proactive relationship management. You will work closely with the Client Success team for training guidance and escalations. This is not a purely email- or ticket-based role. You will need to be comfortable picking up the phone to discuss issues directly with clients and building strong working relationships.

Client Overview

Our client is a growing retail analytics business that provides foot traffic data and insights to physical retail stores. They work with retailers across apparel, jewelry, and footwear, typically serving businesses with store networks of 20 to 30 locations or more. Their technology helps retailers make informed decisions around staffing, store layout, and operations. With a presence in Australia and internationally, they are expanding their team to support a growing portfolio of clients.

Schedule: Monday - Friday, 9:00 AM - 6:00 PM Melbourne Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Client Management
  • Manage a portfolio of smaller clients globally, serving as their primary point of contact for day-to-day support needs.
  • Build and maintain strong client relationships to ensure satisfaction, retention, and ongoing engagement.
  • Monitor client health and proactively identify and address any risks or concerns.
  • Communicate product updates, releases, and platform changes to clients in a timely and clear manner.
  • Collaborate with the Client Success team on escalations, training, and client onboarding where required.
• Helpdesk and Support
  • Manage and respond to inbound support tickets via Zendesk in line with SLA requirements.
  • Triage, investigate, and resolve client issues relating to hardware such as sensors and cameras, data, and platform access.
  • Coordinate with internal teams including Data, Technical, and Client Success to resolve complex issues and escalate where necessary.
  • Maintain clear and accurate ticket documentation throughout the lifecycle of each issue.
  • Contribute to the development and upkeep of helpdesk resources including troubleshooting guides and templates.
• Service Delivery and Operations
  • Adhere to SLA response times across all client communication channels.
  • Keep CRM and helpdesk systems up to date with accurate client and ticket information.
  • Identify opportunities to improve support processes and contribute to continuous improvement initiatives.
  • Maintain high levels of client satisfaction across your assigned portfolio.
  • Meet or exceed SLA response and resolution targets.

Requirements

• 2 to 4 years of experience in a client-facing support, account management, or customer success role.
• Experience working with helpdesk or ticketing platforms; Zendesk experience is preferred.
• Ability to manage competing priorities and work effectively across time zones in a global team.
• Comfortable working independently as well as collaborating across teams.
• Experience in a SaaS or technology-related environment is preferred.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.