Customer Support Specialist

Arsenault; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Eats & Rides credits

Parental leave

Healthcare plan

Wellbeing allowance

Employee Assistance Program

Office facilities & snacks

Job summary

Arsenault is seeking a Customer Support Specialist to join its Sydney-based team and deliver exceptional service to users across ANZ. You will handle inquiries, resolve issues with empathy, and contribute to improving our support processes.

The role requires strong communication, problem-solving, and a willingness to work shifts in a fast-paced, in-office environment. You will be the voice of Arsenault, shaping a positive customer experience daily.

Qualifications

• Strong customer support and communication skills (written & verbal).
• Passion for delivering great customer experiences with ability to identify customer needs and provide solutions.
• Confidence in speaking - you will be the voice of Arsenault.
• Ability to break down complex problems, offer well thought-out recommendations and push problems to resolution.

Responsibilities

• Provide a world-class customer service experience to Arsenault users.
• Practice empathy to frustrated users and turn their negative experiences into positive ones.
• Collaborate with the ANZ leadership team on business-critical issues affecting local operations.
• Assist in projects to improve the quality of support for all users in ANZ.

Skills

Customer support

Communication

Empathy

Problem solving

Public speaking

Shift work

In-office Sydney site

Job description

About the job Customer Support Specialist

At Arsenault, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Arsenault provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #buildwithheart approach at Arsenault. It deals with Arsenaults matters between our customers, earners and partners at the enormous scale in which we operate. It is essentially the workhorse that helps operationalise every new and existing product and idea that Arsenault creates - it truly is an organisation that touches every part of the Arsenault business!

As a Customer Support Specialist, you will take ownership of requests across all our critical and advanced lines of business, challenging yourself to solve the most complicated and interesting problems our users face. You will create advocates out of even the most frustrated users, and youre always looking for outstanding and exciting ways to improve their experience.

Your Impact In Role

• Provide a world-class customer service experience to Arsenault users
• Practice empathy to frustrated users and turn their negative experiences into positive ones
• Collaborate closely with the ANZ leadership team members as we resolve business-critical issues and make difficult decisions that impact our local operations
• Assist in projects that aim to improve the quality of support we provide all users of Arsenault in ANZ

The Experience Youll Bring

• Strong customer support and communication skills (written & verbal)
• Passion for delivering great customer experiences with an ability to identify customer needs and provide appropriate solutions
• Confidence in speaking - you will be the voice of Arsenault
• Ability to break down complex problems, offer well thought-out recommendations and push problems to resolution
• Shift based, totaling 40 hours per week
• Weekends, holidays, morning (7am-3pm) or evening (11am - 7pm) shifts are required
• This role is in-office and exclusive to our Sydney site
• Visa Sponsorship is not available

What's in it for you?

Arsenault's culture and values are at the core of everything we do, so that our employees can better understand who we are and what its like to work at Arsenault today. We pride ourselves on the amazing team weve built. The driver behind all of our growth, our bold and disruptive brand, and the game changing technology we bring to life is the people that make Arsenault, #OneArsenault.

Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Arsenault to support your health and wellbeing. These benefits have been designed with #OneArsenault in mind, supporting the whole you and the way that you work best.

• We provide our employees with monthly Arsenault credits to use against the full value of Eats & Rides (whichever applicable in your market) plus a 17% discount (excluding non-restaurant food deliveries) on orders through our App (which exists even when your credits expire)
• Family comes first, and our paid parental leave (minimum 18 weeks full pay with additional benefits or paid leave depending on your location) is accessible for all new parents from day 1 (with no tenure requirement). New parents at Arsenault will also receive access to Cleo, flexible return to work options, and additional Arsenault credits during their period of leave (because let's face it, who wants to cook with a little one around?)
• Personal health and wellbeing - depending on location, you can access a healthcare plan or reimbursement for a plan of your choice up to a nominated value. You will also receive a monthly wellbeing allowance to use throughout the year across a range of items including; gym / fitness memberships, mindfulness apps, fitness equipment, ski passes and more. We also provide Employee Assistance Programs (EAP) that connect you to resources & support.
• When you are in the office, we have an amazing range of facilities accessible for all Arsenault employees. Our dedicated facilities teams host regular events and opportunities to connect, as well as arranging the food program; catered lunch / breakfast (location dependant) and youll find our kitchens fully stocked with a variety of healthy (& not so healthy) snacks & drinks.