Customer Support Specialist

Kinatico; Perth; On-site; AUD 55,000 - 70,000; Full time

Job summary

Kinatico is looking for a Customer Support Specialist to join our Perth HQ. You will help customers navigate background screening and compliance needs across Australia and New Zealand, communicating clearly and empathetically to ensure satisfaction.

You’ll work with a dynamic team that values problem-solving and steady, reliable support across multiple conversations. The role runs Monday to Friday in a technology-driven Reg-Tech environment.

Qualifications

• Strong communication skills with customers
• Empathy and patience in resolving issues
• Ability to manage multiple chats/calls concurrently
• Structured troubleshooting approach
• Willingness to learn new products and tools
• Experience in customer-facing roles is a plus
• Comfort with adopting new software/tools
• Exposure to regulated industries is a plus

Responsibilities

• Support customers via phone, email and chat for background screening and compliance needs
• Demonstrate features that simplify customers' work
• Meet or exceed SLAs for response times, resolution rates, and CSAT
• Document issues clearly and relay feedback to product and support teams

Skills

Natural communicator

Empathetic

Multitasking

Problem-solving

Adaptable

Experience in customer-facing roles

Tech-savvy

Regulated industries exposure (a plus)

Job description

We power insights for better, safer workplaces...together.

Are you ready to be Kin-a-t-i-can? Join a global leader in Reg-Tech as a Customer Support Specialist.
If you've spent time helping customers navigate products, answering tricky questions, or making someone's day a little easier, we want to hear from you.

This role offers the perfect opportunity to expand your customer support expertise while working with a dynamic team that values technical problem-solving, empathetic communication, and genuine care for our customers' success. If you're passionate about helping customers achieve their goals and thrive in a fast-paced, technology-driven environment, this role is for you! This role will be based
at Kinatico HQ, Perth City
with our supportive team, from Monday to Friday, with early start times
to support our customers across Australia and New Zealand.

OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY

About you:

• A natural communicator who can explain things clearly and make customers feel heard
• Patient, empathetic, and genuinely enjoys helping people solve problems
• Comfortable managing multiple conversations at once without dropping the ball on quality
• A methodical problem-solver who works through issues step by step
• Adaptable and open to learning new products, processes, and ways of working
• Previous experience in a customer-facing role (support, hospitality, retail, admin, contact center) is a plus but not essential
• Confident picking up new software and technology tools
• Exposure to compliance or regulated industries is a plus

DELIVERING THE GOOD, STRIVING FOR THE GREAT

Position responsibilities include but are not limited to:

• Support customers across industries including aged care, healthcare, education, and government with their background screening and compliance needs via phone, email and chat
• Help customers discover features that make their work easier
• Meet or exceed established SLAs for response times, resolution rates, and customer satisfaction metrics.
• Work closely with customers to address and resolve issues, follow established troubleshooting processes, maintain clear and accurate documentation, and relay customer feedback and requests to inform product development.

ARE YOU READY TO BE A KINATICAN?

Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people -- we are a global leader in Reg-Tech. Our technology helps organisations to know their people.

• Comprehensive product training and a supportive team to help you succeed from day one.
• A culture of development and recognition, we want our people to thrive!
• Work for an ASX listed company and a leader in Reg-Tech
• Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation
• Contribute to product improvement and customer success initiatives