It Risk & Controls Leader — First-Line Governance

Nib Health Funds Limited; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Board Intelligence is seeking a Customer Support Specialist (First Line) to join BI24, our 24/7 support team, based in Sydney, Australia. You will become an expert on the Board Intelligence platform, providing concierge-style support to our global clients so they receive fast, confident resolutions to queries.

You will work UK hours from Sydney, bridging the gap between the UK team finishing their day and starting the next, reporting into a UK-based team and collaborating across time zones.

Qualifications

• Experience providing first-line customer support via phone or email.
• Strong problem-solving to diagnose and resolve queries in line with SLAs.
• Ability to escalate issues to Second Line when needed.
• Comfort working UK hours from Sydney.

Responsibilities

• Serve as the first point of contact for client queries by phone or email, providing timely, concise support.
• Diagnose issues, determine if a bug or require further training, and escalate as needed.
• Monitor platform status and uptime and communicate issues to clients and internal teams.
• Escalate unresolved issues to Second Line and coordinate with UK-based team as required.

Skills

Customer support

SLA adherence

Email & phone support

Job description

Customer Support Specialist (First Line Support)

Job Description

Board Intelligence is a technology and advisory firm on a mission to make boards more effective, and through them, build better businesses and benefit society.

Over twenty years we have established ourselves as the market leader in governance and board effectiveness, trusted by more than 80,000 directors, executives, and governance professionals globally, including across the Fortune 500, FTSE 100, and OMX 30. That trust has been earned through depth of insight, rigorous advisory work, and a track record that newer entrants simply cannot replicate.

We have invested in applied AI since 2020, well ahead of the market, and that early conviction has paid off. Our AI-powered platform and smart board advisor give us a competitive advantage that is widening, not narrowing. In 2024, K1 Investment Management, the leading B2B Enterprise SaaS investor, backed us to accelerate that position further. We are now growing fast, with a proven commercial model spanning both mid-market and enterprise, and a product suite that has become a necessary addition in high-stakes board environments.

The people joining us now will shape how we scale. We are deliberate about how we do that. Our founders and leadership team are deeply invested in keeping the culture that got us here: thoughtful, high calibre, and genuinely human. Ambition and balance are not in competition at Board Intelligence.

If you want to work at the intersection of AI and governance, on problems that matter at the highest level, this is a strong place to be.

Our Mission

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefitting society.

The Role

As we grow our global client base, we are expanding our round-the-clock support coverage and are looking for a Customer Support Specialist (First Line Support) to join BI24, our 24/7 support team, based in Sydney, Australia.

You will become an expert on the Board Intelligence platform, providing exceptional, concierge-style support to our global network of clients so they get fast, confident resolutions to their queries. Working UK hours from Sydney, you will be the principal point of contact for the UK business overnight, bridging the gap between the UK team finishing their day and starting the next.

While you will be based in Sydney, you will be working closely with, and reporting into, a UK-based team, so a strong affinity for UK working culture and communication style is important.

This role will work from 8am-5pm AEST which covers our overnight shift in the UK. We are recruiting for two possible day patterns:

• Sunday to Thursday
• Tuesday to Saturday

The specific pattern for this hire will be agreed at offer stage, based on team coverage needs.

Three days a week you will be supported by another out-of-hours colleague. On the other nights you will be the principal point of contact for the business. During quieter periods there is the opportunity to support other parts of the business and learn new skills.

Main Responsibilities

• As first point of contact by phone or email, diagnose and resolve client queries in line with our SLAs — timely, concise and effective responses built on a full understanding of the user’s query — while remaining alert to incoming calls, emails and internal requests.
• Use your judgement to assess whether an issue is a software bug or reveals a need for more advanced training, identifying and escalating anything requiring further investigation.
• Stay vigilant to internal messaging and communication, including platform status and uptime, which may indicate issues a client is experiencing.
• Where you cannot resolve an issue, elevate it to Second Line