Customer Support

Streem (Media Monitoring & Insights); Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Professional development allowance

Catered lunches

Snack kiosk

Birthday leave

Wellbeing leave

Volunteer leave

Blood donation leave

Parental leave

Dog-friendly office

Job summary

Streem in Sydney is seeking a Customer Support specialist to help customers maximise Streem’s real-time media intelligence platform. You will be the first point of contact via phone, email and live chat, supporting account management, data entry and product testing.

You will build briefs, deliver media insights reports, and collaborate across teams to ensure the platform meets client needs. A passion for media and strong communication are essential.

Qualifications

• 1–2 years of customer support experience.
• Strong communication and problem-solving skills.
• Ability to explain technical information to non-technical audiences.
• Detail-oriented with ability to manage multiple priorities.

Responsibilities

• Support customers via Phone, Email and Live Chat to use Streem’s platform.
• Support Account Management with data entry, brief building, brief exports and testing new products.
• Build customer briefs and deploy Streem product to new customers.
• Produce, review, deliver media insights reports for clients.
• Collaborate with Account Management and Operations to ensure the platform meets requirements.
• Produce transcripts, summaries, and downloadable media for clients.
• Conduct routine data entry and quality control of news content.

Skills

Customer service

Communication

Media industry knowledge

Excel

CRM tools

Attention to detail

Education

Bachelor’s or Master’s degree (preferred)

Tools

CRM tools

Boolean search

Project management tools

Job description

We’re Hiring: Customer Support

As a key player in the media industry, Streem’s support function operates around the clock - 24 hours a day, 7 days a week.

We’re looking for a new team member to join our Customer Support team! This is a full-time, Monday-to-Friday role with hours from 10 AM to 6 PM.

About The Role

This Customer Support role is ideal for individuals who have a passion for a career in the media and SaaS landscape, and enjoy creating outstanding experiences for our valued clients as a first point of contact and being responsible for various vital ‘behind the scenes’ activities.

Your Day-to-day Responsibilities

• Supporting current customers via Phone, Email and Live Chat to use and get the most from Streem’s real-time media intelligence platform;
• Supporting our Account Management team with day-to-day tasks, including data entry, brief building, brief exports and testing new products;
• Building new customer briefs and working alongside the Account Management team to deploy the Streem product to new customers;
• Producing, reviewing, and delivering media insights reports to customers and internal stakeholders using Streem’s proprietary technologies;
• Collaborating with our Account Management and Operations teams, providing feedback regarding customer requests to ensure the platform meets their requirements;
• Producing transcripts, summaries, and downloadable media, and prepare media brief documentation for clients;
• Conducting routine data entry, database maintenance, quality control of news content through the platform, and exporting data for reporting purposes.

About YOU

• 1-2 years’ experience in a customer support or customer service role;
• Unshakable customer-facing skills, with an ability to take initiative, adapt to changing situations and resolve challenges in a composed manner;
• Ability to proactively manage conflicting priorities and deadlines in a fast‑paced environment, whilst maintaining a sharp attention to detail;
• Excellent verbal and written communication with an ability to express technical information to diverse non-technical audiences;
• Strong ability and desire to collaborate with teammates, learn new skills and contribute to a supportive team culture;
• An interest in and understanding of the Australian Media Landscape.

A few other skills and qualifications that are advantageous, but not required, include:

• A Bachelors’ or Master’s degree in Communications, Media, Public Relations, Journalism, or another relevant field (completed or in progress);
• Previous experience working within the media or news industries;
• Prior experience working with media monitoring, intelligence or social listening tools;
• Confidence working with Excel, Project Management Tools, CRM tools or Boolean.

If you don't tick every box but think you'd be a great fit, we'd still love to hear from you.

Why Streem?

At Streem, we’re all about helping Australia and New Zealand’s most influential organisations stay ahead of the news cycle. Leading the charge in ANZ media intelligence, we offer live monitoring of print, digital, TV, radio, podcasts, and social platforms to make sure our clients stay ahead of every story.

Our clients rely on us to understand what's happening in the media as it happens, and our people are at the heart of making that possible.

When You Join Streem, You'll Enjoy

• Hybrid and flexible working;
• A collaborative and supportive team environment;
• Exposure to leading Australian brands, government and corporate clients;
• $3,000 annual professional development allowance;
• Catered lunches and a fully stocked snack kiosk;
• Extra paid leave, including Birthday, Wellbeing, Volunteering and Blood Donation Leave;
• Generous parental leave;
• Dog-friendly Surry Hills office, just five minutes from Central Station;
• Talent referral bonuses, corporate discounts, salary sacrifice options and more.

At Streem, we believe our best work comes from diverse perspectives and experiences. We're committed to creating an inclusive workplace where everyone feels welcome, supported and empowered to succeed.