Customer Success & Support Specialist (Hybrid Sydney)

Pickles Auctions; Australia; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Up to five extra leave days

Annual bonus

Cash vouchers

Study assistance

Paid parental leave

Refer-a-friend bonus

Employee assistance program

Job summary

Pickles Auctions is seeking a hands-on Customer Support Representative to improve customer outcomes and strengthen retention for EasyCars and WorkshopMate platforms. You will handle enquiries, manage tickets, onboard users and collaborate with Product, Technical, Operations and Sales teams to enhance service quality.

We value a customer-first mindset, strong communication, problem-solving and a proactive approach to identifying growth opportunities that deliver value to customers and reduce

Qualifications

• Experience in customer service, customer success, account management or a similar customer-facing role.
• Strong problem-solving and multitasking abilities.
• Excellent communication and relationship-building skills.
• A customer-first mindset with a genuine desire to help customers succeed.
• Experience using CRM, ticketing or customer support systems.
• A proactive approach to continuous improvement and teamwork.

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

CRM experience

Ticketing systems

Relationship-building

Tools

CRM software

Ticketing software

Job description

Pickles Auctions is seeking a hands-on Customer Support Representative to improve customer outcomes and strengthen retention for EasyCars and WorkshopMate platforms. You will handle enquiries, manage tickets, onboard users and collaborate with Product, Technical, Operations and Sales teams to enhance service quality.

We value a customer-first mindset, strong communication, problem-solving and a proactive approach to identifying growth opportunities that deliver value to customers and reduce