Customer Success & Support Specialist - Hybrid

Pickles Auctions; Sydney; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Study assistance

Parental leave

Employee assistance

Job summary

Pickles Auctions is seeking a hands-on Customer Support Representative in Sydney City on a permanent full-time basis, hybrid (1 day in the office). You will help customers by resolving system, account and service inquiries with timely, professional support, while identifying opportunities to improve retention and product usage.

Collaborating with Product, Technical, Operations and Sales teams, you will help improve customer experience and contribute to strong product adoption.

Qualifications

• Experience in customer service or customer success roles.
• Proactive problem solver with ability to handle multiple inquiries.
• Strong written and verbal communication skills.
• Experience using CRM, ticketing or customer support systems.
• Ability to identify retention opportunities and upsell potential.

Responsibilities

• Support customers with system, account and service-related enquiries, delivering timely and professional assistance.
• Manage customer requests through the ticketing system, ensuring issues are investigated, resolved and communicated effectively.
• Follow up with customers to confirm successful resolution and maintain a positive customer experience.
• Handle customer cancellation requests with empathy, seeking to understand concerns and identify opportunities to retain customers where appropriate.
• Monitor customer feedback and recurring issues, recommending improvements to enhance the customer experience and reduce churn.
• Identify opportunities to promote relevant products, features and services that deliver additional value to customers.
• Build strong customer relationships that drive product adoption, engagement and long-term retention.
• Assist with customer onboarding, training and education to help users maximise the value of our platform.
• Develop and maintain support resources, including knowledge base articles, FAQs and customer documentation.
• Collaborate with Product, Technical, Operations and Sales teams to resolve issues, share customer insights and improve service delivery.
• Contribute to continuous improvement initiatives that enhance customer outcomes, team efficiency and overall service quality.

Skills

Customer service

Problem solving

Communication

Relationship building

Teamwork

Tools

CRM systems

Ticketing system

Job description

Pickles Auctions is seeking a hands-on Customer Support Representative in Sydney City on a permanent full-time basis, hybrid (1 day in the office). You will help customers by resolving system, account and service inquiries with timely, professional support, while identifying opportunities to improve retention and product usage.

Collaborating with Product, Technical, Operations and Sales teams, you will help improve customer experience and contribute to strong product adoption.