Customer Support Specialist

PEXA; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Quarterly wellness days

Four weeks workcation per year

Opportunity to purchase additional annual leave

Learning opportunities through PEXA Academy

Job summary

PEXA is looking for a Customer Support Specialist to provide first-line support to our customers in Australia. You will manage inquiries, guide users through processes, and turn challenges into positive experiences. This role involves problem-solving, communication, and collaboration, with training provided to build your confidence. Enjoy benefits like quarterly wellness days and opportunities for career growth in a supportive hybrid environment.

Qualifications

• Comfortable working across multiple systems like Salesforce CRM and Genesis.
• Strong communication skills for clear, empathetic support.
• Ability to manage enquiries end-to-end and escalate when necessary.

Responsibilities

• Deliver exceptional first-line support to PEXA customers.
• Guide users through processes and turn questions into training moments.
• Resolve issues and collaborate with internal teams for high-quality solutions.

Skills

Multi-channel support & SLA ownership

Customer communication & experience

Technical & system proficiency

User training & stakeholder collaboration

Adaptability

Tools

Salesforce CRM

Genesis

Job description

Overview

Every time a house is bought, sold or refinanced in Australia, lawyers, conveyancers and lenders use a digital platform to settle the property. PEXA’s world‑first digital settlement platform has revolutionised the way we exchange property, helping over 20,000 people a week safely settle their homes.

Since starting our journey in 2010, we now employ a team of over 1,000 people across multiple continents. PEXA is growing, innovating and looking ahead, and we’re looking for ambitious people to join the team.

About the Role

This role exists to deliver exceptional first‑line support to PEXA customers, ensuring every interaction builds trust and confidence in our platform. As a Customer Support Specialist, you’ll be the friendly, knowledgeable voice our customers rely on, whether they’re conveyancers, lawyers, or financial professionals.

A Day in the Life

Start your day by checking incoming emails and calls, resolving issues and keeping customers informed every step of the way. Guide users through processes, share practical tips, and turn questions into quick, helpful training moments. When deeper investigation is required, partner with Level 2 and other internal teams to ensure every issue is followed through and resolved to a high standard.

Your day will involve problem‑solving, communication and collaboration, from helping a customer navigate a workspace to working through more complex enquiries. The pace is fast‑paced yet rewarding, especially when you turn a challenging situation into a great experience.

You’ll work in a supportive hybrid setup, and your first eight weeks include hands‑on training to build confidence and capability. You’ll also be part of a rotating roster between 8:30 am and 6:30 pm, offering flexibility while keeping support running smoothly.

Key Capabilities for Success

• Multi‑channel support & SLA ownership – managing enquiries end‑to‑end and keeping things on track
• Customer communication & experience – delivering clear, empathetic support, even in challenging situations
• Technical & system proficiency – comfortable working across multiple systems (Salesforce CRM, Genesis, etc.)
• User training & stakeholder collaboration – guiding customers and partnering with internal teams to solve complex problems
• Adaptability – thrives in a fast‑paced, evolving environment with competing priorities

Success in Your First 6‑12 Months Looks Like

• Building strong relationships with teammates and PEXA customers
• Confidently managing a mix of live calls and email enquiries, achieving high customer satisfaction scores
• Managing issues from start to finish, escalating when necessary
• Developing a solid understanding of PEXA’s platform, systems and customer needs
• Exploring career pathways and developing subject‑matter expertise that align with your career development

Benefits

• Quarterly wellness days to recharge
• Four weeks workcation per year – work from an approved country
• Opportunity to purchase up to four weeks additional annual leave per year
• Learning opportunities through PEXA Academy and clear career growth pathways

Why Join PEXA

If you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential.