Customer Experience Specialist

E1; City of Melbourne; On-site; AUD 68,000 - 92,000; Full time

Job summary

E1 is seeking a Customer Experience Specialist on a 6-month contract in Melbourne to support Builders, Subcontractors and Suppliers and resolve complex issues while improving systems and processes.

You will own high-impact inquiries, optimise the Lorikeet AI support platform, contribute to the knowledge base, and collaborate with Product, Customer Success and Commercial teams on strategic projects.

Qualifications

• Proven track record delivering exceptional customer support in a SaaS environment.
• Ability to solve complex problems and simplify technical concepts for customers.
• Experience with CRM and support platforms, and willingness to learn new technologies.

Responsibilities

• Deliver expert support to Builders, Subcontractors and Suppliers, resolving complex issues.
• Own high-impact customer inquiries and improve systems, tools and processes.
• Manage and optimise the AI support platform (Lorikeet) and knowledge base.
• Collaborate with Product, Customer Success and Commercial teams on strategic projects.

Skills

Customer support

SaaS experience

Complex problem solving

Relationship building

Team collaboration

Tools

Salesforce

CRM platforms

Job description

Who we are

E1 (formerly called EstimateOne) is a SaaS tender management platform connecting commercial builders with subcontractors and suppliers. Proudly named one of AFR's Best Places to Work in 2025, we're the market leader in Australia and New Zealand.

Our scaleup vibe keeps things lively. We're passionate about setting clear, fair expectations and delivering results, with a genuine commitment to wellness and happiness that you'll truly experience.

The Role

We are looking for a Customer Experience Specialist to join our team on a 6 month contract.

As the Customer Experience Specialist, you'll deliver expert support to our Builders, Subcontractors and Suppliers, resolving complex customer issues while improving the systems, tools and processes that power our Support function.

This role goes beyond reactive support. You'll own the resolution of high impact customer enquiries, manage and optimise our AI support platform (Lorikeet), identify opportunities to improve our knowledge base and self service experience, and partner with Product, Customer Success and Commercial teams on strategic customer projects.

You'll also deliver specialised customer training, support technical implementations such as SSO and API integrations, and help us build a more scalable, efficient Support function.

About You

• You have a proven track record delivering exceptional customer support or customer success in a SaaS environment
• You enjoy solving complex problems and can simplify technical concepts for customers with confidence
• You have experience working with CRM and support platforms such as Salesforce and are comfortable learning new technologies
• You have a systems mindset and love improving processes, tools and ways of working
• You proactively identify trends and opportunities to improve the customer experience, rather than simply resolving individual issues
• You build strong relationships and enjoy collaborating across Product, Customer and Commercial teams
• You balance customer empathy with commercial awareness, understanding the impact great support has on retention and growth
• You are humble, hungry and smart
• You're a team player and want the business to succeed

The ability to champion our company values matters to us. We care about our team and you'll be joining a group of people who want each other to be happy and successful. If you're a motivated, self-starter and passionate person, we need you in our team.

To learn more about our values, check out our Nuts & Bolts (beware, it's huge!): https://shorturl.at/eo7WO

Salary

We're transparent about salary ranges at E1, and that extends externally.

This is a 6-month contract. The salary for this role is $80,000 plus super.

E1 is an equal opportunity employer committed to providing a work environment which embraces and values diversity and inclusion. If you have any support or access requirements, please let us know when you apply so we can make your application process as smooth as possible.

As a Circle Back Initiative Employer, we also commit to responding to every applicant.

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