Customer Success & Administration Officer

Workshop Software Pty Ltd; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Workshop Software Pty Ltd, Warriewood NSW, is seeking a Customer Success & Administration Officer to be the friendly voice of the company and keep the Warriewood office running. You will handle customer calls, billing, and support enquiries, capturing issues for Level 1 and 2 teams to investigate.

You will also support office administration and assist department managers with scheduling, data entry and travel arrangements, while helping maintain a smooth, responsive customer experience.

Qualifications

• 2+ years in a customer service, customer success, support or administration role.
• Exceptional attention to detail and a proven record of accurate, thorough documentation.
• Confident on the phone, with excellent written and verbal communication skills.
• Experience handling billing enquiries, processing refunds or working with financial transactions.

Responsibilities

• Be the first point of contact for customers by phone, email and chat.
• Handle billing enquiries and general support enquiries through to resolution.
• Direct calls to relevant teams with a clear summary so the customer does not repeat themselves.
• Document customer interactions and feedback to improve products and services.
• Open and manage Warriewood office tasks and support department managers with admin.
• Assist CEO with scheduling, travel arrangements and onboarding.

Skills

Customer service

Attention to detail

Communication skills

Billing knowledge

Documenting & reporting

Time management

Team player

Office administration

Problem solving

Tools

Xero

HubSpot

Jira

Monday

Zendesk

MS Office

Google Workspace

Job description

Customer Success & Administration Officer

Workshop Software Pty Ltd – Warriewood NSW

Workshop Software is an innovative cloud-based platform that helps automotive workshops manage their operations efficiently. Our solution streamlines booking, invoicing, inventory and customer communication, so businesses can lift productivity and deliver exceptional service to their clients.

Job summary

As our Customer Success & Administration Officer, you are the friendly voice of Workshop Software and the person who keeps our office running. You will take customer calls, handle billing and support enquiries, and capture support issues in precise, reproducible detail so our Level 1 and Level 2 teams can investigate them quickly. You will also look after the Warriewood office and support department managers with day-to-day administration.

This role suits someone who loves talking to people and takes real pride in getting the details exactly right.

Key responsibilities

Customer contact and enquiries

• Be the first point of contact for customers by phone, email and chat, answering every interaction in a warm, upbeat and professional manner.
• Handle billing enquiries, account questions and general support enquiries, including basic troubleshooting and questions about using our software, through to resolution, or route them to the right team.
• Direct calls to the relevant teams (Sales, Customer Support, Engineering) with a clear summary so the customer never has to repeat themselves.
• Document customer interactions and feedback to help improve our product and services.
• Answer incoming phone calls promptly and make sure you are available to take calls throughout business hours, planning breaks and other tasks so the phones are always covered.
• From time to time you will speak with customers who are frustrated or unhappy. When this happens, listen carefully, talk them through their options and guide the conversation calmly to a positive outcome, escalating where needed.

Support issue documentation

Beyond basic troubleshooting, this role does not fix technical issues, and you do not need a technical background. What matters is being able to follow what the customer did step by step, spot the pattern logically, and relay it clearly to our Level 1 support team so they can investigate without going back to the customer. Accuracy and detail here are critical.

• Record clear screen recordings and screenshots that show the issue as the customer experiences it.
• Confirm the issue can be reproduced (or note clearly where it cannot) before escalating.
• Gather all relevant context up front: error messages, timestamps, affected records and business impact.
• Keep tickets updated so anyone picking them up has the full, accurate history.

Billing and transactions

• Process refunds, credits, adjustments and other transactions in our billing system with complete accuracy.
• Work confidently across multiple billing systems, cross-checking records so they reconcile.
• Record detailed notes against every transaction, leaving a clear paper trail of what was done, why, and who approved it.
• Flag discrepancies or unusual billing activity to the relevant manager promptly.

Ticket triage and pipeline monitoring

• Triage incoming tickets, checking they are categorised, prioritised and assigned correctly.
• Keep a close eye on the support pipelines to make sure tickets are accurate, up to date and moving.
• Identify and notify the support team of anomalies, such as spikes in similar issues, stalled tickets, missing information or misrouted requests.

Office management

• Open and look after the Warriewood office so it is tidy, stocked and running smoothly.
• Check and distribute incoming mail, and manage outgoing mail and couriers.
• Keep shared spaces in order, including unstacking the dishwasher and keeping the kitchen tidy.
• Manage office supplies, place orders when needed and liaise with service providers on equipment maintenance.
• Book travel and accommodation for team members as required.
• Help coordinate company meetings, events and team building activities.
• Assist department managers with administration tasks such as scheduling, document preparation, data entry and record keeping.
• Support the CEO with scheduling, appointments and travel arrangements.
• Help with onboarding new employees.
• Act as a connector between departments so information reaches the right people.
• Provide administrative support to the Marketing team as needed.

Skills, experience and attributes

• 2+ years in a customer service, customer success, support or administration role.
• Exceptional attention to detail and a proven record of accurate, thorough documentation.
• Confident on the phone, with excellent written and verbal communication skills.
• Experience handling billing enquiries, processing refunds or working with financial transactions.
• Ability to stay calm and professional on the occasions a customer is unhappy, and to guide them through their options.
• Strong analytical skills: a logical, methodical thinker who can quickly understand a customer's issue, retrace their steps, spot patterns and explain them clearly. No technical or IT background is required; we will train you on our software and tools.
• Strong proficiency in MS Office and Google Workspace.
• Strong time management and the ability to prioritise across competing tasks.
• Experience with Xero or other accounting and billing platforms.
• Experience with Hubspot or ticketing systems (for example Jira, Monday or Zendesk).
• Familiarity with SaaS products or the automotive industry.

Personal attributes

• Upbeat, positive and happy to speak with customers all day.
• Meticulous: you check your work and take pride in getting it right the first time.
• Curious and methodical, able to ask the right questions to understand exactly what a customer is seeing.
• Reliable, proactive and happy to pitch in with whatever the office needs.
• A strong team player who builds good relationships across departments.
• Comfortable in a fast-paced, evolving environment and able to adapt to changing needs.

Success measures

• Number of customer calls and enquiries handled.
• Quality of escalated issues: the percentage of tickets Level 1 and 2 can reproduce without going back to the customer.
• Billing accuracy: refunds and transactions processed without errors, each with complete notes.
• Tickets triaged correctly and promptly, with anomalies flagged early.
• Customer satisfaction and qualitative feedback from customers and department managers.
• Office running smoothly and supplies and maintenance kept within budget.