Remote Support Manager — Concierge Client Care

Assetara Limited; Adelaide; Remote; AUD 60,000 - 90,000; Full time

Job summary

Assetara Limited in Adelaide is seeking a dedicated Support Manager to join our remote team. You will act as a key personal manager and frontline support specialist for clients with subscriptions, helping them navigate platform tools and maintain accurate CRM notes.

You will ensure concierge-level support while adhering to compliance and operational boundaries, manage queues and SLAs, and escalate when needed to keep client satisfaction high.

Qualifications

• Strict compliance with daily operational routines and session management.
• Absolute adherence to confidentiality and anti-fraud protocols.
• Handling client data strictly on documented instructions.

Responsibilities

• Comprehensive Product Expertise: gain deep knowledge of all company products to guide subscribed clients.
• Queue & SLA Management: prioritize work via the Broker Dashboard, focusing on unread messages and SLA risk.
• Concierge-Level Support & Communication: deliver professional, warm, concise communication within the official workspace.
• CRM & Private Notes Administration: maintain separation between client messages and internal Private notes.
• AI-Assisted Efficiency: review, edit, and fact-check AI-generated drafts before submission.
• Escalation & Operational Actions: use system tools with clear justification.

Job description

Assetara Limited in Adelaide is seeking a dedicated Support Manager to join our remote team. You will act as a key personal manager and frontline support specialist for clients with subscriptions, helping them navigate platform tools and maintain accurate CRM notes.

You will ensure concierge-level support while adhering to compliance and operational boundaries, manage queues and SLAs, and escalate when needed to keep client satisfaction high.