Customer Support Specialist — Digital Identity Verification

SEEK; North Sydney; Hybrid; AUD 60,000 - 85,000; Full time

Job summary

SEEK Pass is seeking a Customer Support Officer based in Sydney with hybrid work options. You will respond to customer enquiries via email, assist with verification, troubleshoot issues, and escalate when needed.

The role emphasizes empathy, accuracy and clear communication to help users through verification steps and improve our help content. You’ll collaborate with Operations, Product, Analytics and Design teams while contributing to a growing product that supports people at important moments.

Qualifications

• Experience in customer support or service, ideally through email, live chat, messaging, Zendesk or another digital support channel.
• Strong written communication and the ability to make complex information easy to understand.
• A warm, calm and respectful approach — especially when a user is frustrated, worried or under pressure.
• Sound judgement: you know when to investigate independently, when to ask for help and when to elevate.
• A reliable, curious and adaptable mindset, with the initiative to learn new processes and products quickly.
• The ability to work accurately in a queue-based environment while managing competing priorities.

Responsibilities

• Respond to customer enquiries through email with clarity, empathy and care
• Help customers navigate verification and troubleshoot issues across the SEEK Pass experience
• Investigate issues using approved guidance and available tools, escalating when specialist support is needed
• Manage a queue of work while balancing responsiveness, accuracy and customer impact
• Recognise sensitive or urgent situations and follow the right escalation process
• Capture recurring questions and customer insights so we can improve our product, processes and help content
• Keep clear, useful records so customers and teammates receive consistent support

Skills

Customer support

Written communication

Empathy

Attention to detail

Time management

Tools

Zendesk

Job description

SEEK Pass is seeking a Customer Support Officer based in Sydney with hybrid work options. You will respond to customer enquiries via email, assist with verification, troubleshoot issues, and escalate when needed.

The role emphasizes empathy, accuracy and clear communication to help users through verification steps and improve our help content. You’ll collaborate with Operations, Product, Analytics and Design teams while contributing to a growing product that supports people at important moments.