Customer Support Specialist - Construction Technology

BuildPass Inc.; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

BuildPass is seeking a Customer Support Specialist to join our growing Australian B2B SaaS team. You\'ll be the first point of contact for customers, helping them navigate the platform, troubleshoot issues and maximize value. This hands-on role covers live chat, email and phone support, with exposure to AI, product feedback and onboarding.

Hybrid work from our Richmond office with 3–4 days on site. No prior tech or SaaS experience required; we value curiosity, initiative and good judgment, with

Responsibilities

• Respond to customer enquiries via live chat, email and phone, providing clear and practical solutions.
• Investigate software issues and collaborate with Product and Engineering teams to resolve more complex problems.
• Create and maintain help centre articles, troubleshooting guides and training resources.
• Explore AI tools and automation to improve support processes, troubleshooting and daily workflows.
• Share customer insights, recurring issues and feature requests to help shape product improvements.
• Work alongside colleagues across Australia, the United States and the Philippines to deliver a consistent customer experience.

Job description

Salary: $65K - $75K AUD + superannuation (depending on experience and seniority)

About BuildPass

At BuildPass, we're on a mission to build the world's smartest operating system for construction sites.

We're a growing Australian B2B SaaS company helping builders and subcontractors simplify their day-to-day operations through smarter technology.

As we continue to grow across Australia and the United States, we're looking for a Customer Support Specialist to join our team and help deliver an exceptional customer experience.

About the Role

We're looking for someone who's curious, proactive, resourceful and genuinely enjoys helping people.

You'll be one of the first points of contact for our customers, helping them navigate BuildPass, troubleshoot issues and get the most out of our platform.

This is a varied, hands-on role where you'll gain exposure to customer support, technical troubleshooting, product development, onboarding, AI and process improvement.

You don't need previous experience working in tech or SaaS. We're more interested in your attitude, your ability to think critically and your willingness to learn.

We value people who demonstrate initiative and good judgement, enjoy solving problems and aren't afraid to ask questions.

Salary & Working Arrangements

• Salary: $65,000–$75,000 AUD per annum + superannuation, depending on experience and seniority.
• Employment: Full-time.
• Work Arrangement: Hybrid, with an expectation of working from our Richmond office a minimum of 3–4 days per week.

We value in-person collaboration, particularly when it comes to learning, sharing knowledge and building strong relationships across the team.

What You'll Be Doing

• Customer Support: Respond to customer enquiries via live chat, email and phone, providing clear and practical solutions.
• Technical Troubleshooting: Investigate software issues and collaborate with Product and Engineering teams to resolve more complex problems.
• Knowledge Sharing: Create and maintain help centre articles, troubleshooting guides and training resources.
• AI & Automation: Explore AI tools and automation to improve support processes, troubleshooting and daily workflows.
• Product Feedback: Share customer insights, recurring issues and feature requests to help shape product improvements.
• Team Collaboration: Work alongside colleagues across Australia, the United States and the Philippines to deliver a consistent customer experience.

About You

We're not necessarily looking for someone with years of experience. We're looking for someone with the right mindset, strong instincts and a genuine willingness to learn.

You'll thrive in this role if you:

• Take initiative: You're proactive, resourceful and willing to jump into unfamiliar challenges.
• Have good judgement: You think critically, approach problems thoughtfully and recognise when to seek guidance.
• Ask questions: You're naturally curious, comfortable asking for help and genuinely interested in understanding how things work.
• Take ownership: You're accountable for your work, follow through on commitments and care about finding solutions.
• Communicate confidently: You can explain information clearly, build rapport with customers and remain professional when navigating challenges.
• Embrace learning and technology: You're adaptable, open to feedback and enjoy exploring new software and digital tools.

Highly Regarded, But Not Essential

• A qualification or experience in Construction Management, Construction Project Management or a related field.
• An understanding of construction industry workflows, terminology or software.
• Experience in customer service, customer support or another customer-facing role.
• Practical experience using AI tools such as Claude, ChatGPT or similar platforms to research, solve problems or improve productivity.
• An interest in AI, automation and emerging technologies.

How We Work at BuildPass

Our approach is guided by The BuildPass Method and four core values that shape how we work, collaborate and grow:

• Own Your Impact: Take initiative, be accountable and make a meaningful difference.
• Build with Ambition: Embrace challenges, stay curious and continuously improve.
• Co-create the Future: Collaborate, innovate and put customers at the centre of everything we do.
• Listen Loudly: Listen with empathy, ask questions and embrace open, honest feedback.

AI is part of how we work at BuildPass. We encourage everyone to experiment with emerging technologies, challenge existing processes and find smarter ways to solve problems.

We don't expect you to know everything from day one. We value curiosity, collaboration and people who are willing to give things a go while recognising when to ask for guidance.

Learn more about how we work: https://company.buildpass.ai/method

Why Join BuildPass?

• Make an impact: Help builders and subcontractors solve real problems every day.
• Learn and grow: Develop skills across customer support, technology, AI and product knowledge.
• Work with great people: Collaborate with teams across Product, Engineering, Sales and Customer Success.
• Grow with us: Join an ambitious Australian technology company with an expanding international presence.

Interested?

Whether you're a recent graduate, transitioning from another industry or looking to build your career in technology, we'd love to hear from you.

You don't need to tick every box. We're interested in your potential, your attitude and your willingness to learn.