Construction Tech Customer Support Specialist

BuildPass Inc.; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

BuildPass is seeking a Customer Support Specialist to join our growing Australian B2B SaaS team. You\'ll be the first point of contact for customers, helping them navigate the platform, troubleshoot issues and maximize value. This hands-on role covers live chat, email and phone support, with exposure to AI, product feedback and onboarding.

Hybrid work from our Richmond office with 3–4 days on site. No prior tech or SaaS experience required; we value curiosity, initiative and good judgment, with

Responsibilities

• Respond to customer enquiries via live chat, email and phone, providing clear and practical solutions.
• Investigate software issues and collaborate with Product and Engineering teams to resolve more complex problems.
• Create and maintain help centre articles, troubleshooting guides and training resources.
• Explore AI tools and automation to improve support processes, troubleshooting and daily workflows.
• Share customer insights, recurring issues and feature requests to help shape product improvements.
• Work alongside colleagues across Australia, the United States and the Philippines to deliver a consistent customer experience.

Job description

BuildPass is seeking a Customer Support Specialist to join our growing Australian B2B SaaS team. You\'ll be the first point of contact for customers, helping them navigate the platform, troubleshoot issues and maximize value. This hands-on role covers live chat, email and phone support, with exposure to AI, product feedback and onboarding.

Hybrid work from our Richmond office with 3–4 days on site. No prior tech or SaaS experience required; we value curiosity, initiative and good judgment, with