Job Overview

Our client is looking for a Customer Support Specialist to be the frontline hero for an exciting, gamified auction platform. In this role, you will guide users through their bidding journey, solve problems with empathy and expertise, and ensure every customer feels supported. This is a unique opportunity to join a fast-growing e-commerce startup at the ground floor, building meaningful relationships with a global user base while working with cutting-edge support technology.

Client Overview

Join an innovative gamified auction platform based in Surry Hills, NSW, that’s revolutionizing online shopping through unique bidding experiences. This startup is launching an exciting new business model where customers bid on heavily discounted premium items, combining the thrill of gaming with smart shopping.

Schedule

• Monday - Sunday, 7-hour shifts as part of a 24/7 rotating schedule (35 work hours per week)

Responsibilities

• Live Support: Provide real-time chat support to customers using the Intercom platform.
• Inquiry Management: Handle customer questions regarding bidding processes, account issues, and general platform navigation.
• Technical Troubleshooting: Assist users with technical queries and resolve issues in real-time.
• Email Correspondence: Respond to customer emails routed through the Intercom system.
• Brand Representation: Maintain professional, high-energy communication that reflects the brand’s excitement.
• Process Adherence: Follow company SOPs and escalation procedures to ensure consistent service quality.
• Team Collaboration: Participate in comprehensive training and collaborate with team members during shift handoffs for seamless 24/7 coverage.

Requirements

• Communication: Strong English written communication skills with excellent grammar and spelling.
• Technical Proficiency: Ability to pass a typing speed test and English proficiency assessment.
• Equipment: Reliable internet connection and computer setup for consistent remote work.
• Mindset: Excellent customer service mindset and creative problem-solving abilities.
• Flexibility: Full availability to work 7-hour shifts as part of a rotating 24/7 schedule.
• Platform Experience (Bonus): Previous experience with Intercom or similar customer support platforms is a plus.
• Adaptability: Comfort working in a fast-paced, high-energy environment.

Independent Contractor Perks

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

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.