Customer Experience Partner - Matterport @ Domain

Hatch; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Parental leave

Wellbeing leave

Novated leasing

Leadership development

Social events

Job summary

Domain is seeking a customer support professional to act as the main champion for our Matterport platform. You will assist Real Estate agents, solving complex inquiries and driving adoption across our SaaS suite in a fast-paced environment.

Join Domain’s team in Sydney to collaborate with Sales and Implementation, turning client feedback into product improvements and shaping our customer-centric strategy for the Australian market.

Qualifications

• Previous experience in fast-paced customer service roles.
• Excellent communication skills with an enthusiastic, positive approach.
• Resilient and empathic in nature.
• Excellent problem-solving skills.
• A high level of confidentiality.
• Naturally curious and comfortable with new technology.

Responsibilities

• Be the go-to technical wizard and account champion for Real Estate agents.
• Manage inbound enquiries via phone, live chat, and email.
• Empower clients to unlock full platform potential and build loyalty.
• Turn client feedback into process and product improvements that shape strategy.
• Support Sales and Implementation teams to win as one team.
• Develop expertise in the Australian Real Estate and Developer space.

Skills

Customer support

SaaS experience

Problem solving

Confidentiality

Tools

CRM software

Job description

In these newly created roles, you will be an important pillar of customer and booking support for our newly-integrated Matterport product - a spatial data platform that converts physical spaces into immersive, highly accurate 3D digital models for our Real Estate agency customers. In this busy role, you’ll assist with an array of customer enquiries from the simple to the complex, where no two days will be the same!

For a passionate and resilient problem-solver, you’ve come at a good time!

With Domain now part of the CoStar Group, this is just the beginning as our tech gets better and our teams get bigger, bringing more opportunities to choose your own adventure with career pathways into Tech, Marketing and Data through our bespoke development plans, as well as Team Leader roles as the CX team grows.

What You’ll Do:

• Be a trusted partner: You'll be the go-to technical wizard and account champion for Real Estate agents, helping them solve problems and get the most out of our industry-leading solutions.
• Master the art of connection: As the friendly and knowledgeable voice of our brand, you'll expertly manage inbound enquiries across phone, live chat, and email.
• Drive customer love: You'll become a true product guru, empowering our clients to unlock the full potential of our platforms and building amazing loyalty.
• Be a changemaker: Have your ear to the ground! You’ll turn valuable client feedback into smart process and product improvements that directly shape our company's strategy.
• Be a super-collaborator: You'll lend your expertise to support our internal Sales and Implementation crews, helping us win as one awesome team.
• Become an industry expert: This is your chance to dive deep! We'll support your growth as you become a specialist in the dynamic Australian Real Estate and Developer space.

Ideally You’ll Have:

• Previous experience in fast-paced customer service roles.
• Excellent communication skills with an enthusiastic, positive approach.
• Resilient and empathic in nature
• Excellent problem-solving skills.
• A high level of confidentiality.
• Naturally curious and comfortable with new technology.

Nice To Haves

• Experience supporting tech platforms within the SaaS industry (preferred).
• Contact centre experience (highly preferred).
• Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales.

What’s In It For You

We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There’s so many perks! Here’s some of the favourites…

• Up to 20 weeks paid parental leave for primary carers.
• Wellbeing Leave, and opportunity to buy additional leave days.
• Novated leasing through Autopia.
• Leadership development programs, LinkedIn Learning and more.
• Regular social events including our famous Innovation Days.

About Domain & CoStar Group

Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.

As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth. CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces. This is a rare opportunity to join a world-class team at the intersection of two powerful brands - Domain's local market expertise and CoStar's global scale and technology - as we build the future of real estate intelligence together.

Equity, Diversity & Inclusion

Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at [e-mail] or leave a message on 1300 858 356 and we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing

Key Responsibilities

• Mastering the art of connection

Key Strengths

• Experience in SaaS

Why Domain is partnering with Hatch on this role.

Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Domain not with Hatch.