Customer Support Representative

Ortto; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Home office setup allowance of AU$600

Ongoing allowance up to AU$500 per quarter

Job summary

A dynamic tech company in Sydney seeks a Customer Support Advocate to manage support functions and provide strategic insights. The ideal candidate will possess 3+ years of customer support experience, strong technical aptitude, and excellent communication skills. This role allows for flexibility, with options to work remotely or in the office, offering a supportive and collaborative work environment.

Qualifications

• 3+ years of experience in an online Customer Support role, ideally in a technical SaaS and Marketing Automation environment.
• Strong technical aptitude; comfortable learning new systems, analyzing issues and diagnosing problems.
• Excellent communication and written skills with the ability to explain complex topics clearly in English.
• Flexibility to work from home or in the office; preference for candidates based in Australian east coast time zone.

Responsibilities

• Manage level 1 & 2 support functions to resolve customer queries and issues.
• Develop deep knowledge of the Ortto platform and stay updated on features and potential issues.
• Provide timely support to customers across multiple channels.
• Capture and share customer insights to influence product development.
• Lead escalated issues, tracking them to resolution.

Skills

Technical aptitude

Customer support experience

Problem-solving

Strong communication

Tools

MailChimp

Shopify

Job description

Overview

Ortto is an Australian-founded customer data, messaging and analytics platform. We empower businesses to grow with data-driven marketing automation by unifying customer data, segmenting audiences, activating omnichannel journeys, and analyzing performance with reporting tools. We embrace flexible work with remote teams globally and a Sydney head office. We are backed by notable investors and focused on long-term growth.

Position Description

We’re looking for a Customer Support Advocate to become a trusted partner for our customers. You’ll manage level 1 & 2 support functions, provide strategic insights, troubleshoot complex technical issues, and act as the bridge between customers and our internal teams. You will solve customer queries, offer product insights, track user feedback, and report and escalate issues, combining strong communication with critical thinking to deliver an exceptional customer experience.

This role is ideal for someone who is naturally curious, technically minded and thrives on solving problems. It reports to the Global Head of Customer.

Responsibilities

• Be a product expert by developing deep knowledge of the Ortto platform and staying up to date on features, updates, and potential issues.
• Proactively engage in ongoing learning and collaborate with product & development teams to anticipate changes.
• Provide timely, clear and empathetic support to customers across multiple channels.
• Deliver solutions to complex challenges to help customers maximize value and adoption of the platform.
• Capture and share customer insights and feedback to influence product development and improve user experience.
• Lead escalated issues with strong problem-solving and conflict-resolution capabilities.
• Own high-priority cases and follow escalation protocols through to resolution.
• Partner with product and engineering to ensure escalated issues are tracked and addressed with timely customer updates.
• Act as a bridge between customer support and the product team to facilitate effective communication.
• Use support data to provide insights to the product team for future developments.
• Create and maintain help documentation, guides and resources; contribute to training materials for onboarding and team development.

Qualifications

• 3+ years of experience in an online Customer Support role, ideally in a technical SaaS and Marketing Automation environment.
• Strong technical aptitude; comfortable learning new systems, analyzing issues and diagnosing problems.
• Demonstrated passion for marketing technology with experience using solutions such as MailChimp, Shopify, etc.
• Experience and technical knowledge in SaaS, marketing software and CDP/reporting platforms.
• Excellent communication and written skills with the ability to explain complex topics clearly in English.
• Natural problem solver and critical thinker who enjoys helping people and can troubleshoot on the fly.
• Self-starter who can take initiative and stay energized even without a clearly defined path.
• Flexibility to work from home or in the office; preference for candidates based in Australian east coast time zone.
• Experience working in a product-led organisation with a collaborative, passionate team.
• Home office setup allowance of AU$600 (one-off) and ongoing allowance up to AU$500 per quarter.
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industries: IT Services and IT Consulting