Remote Support Manager: Concierge & Product Expert

Assetara Limited; Brisbane; Remote; AUD 80,000 - 110,000; Full time

Job summary

Assetara Limited is seeking a dedicated Support Manager to join our team remotely via the Assetara platform. You will become a key client-facing manager, providing concierge-level support and navigating our subscription-based services for client accounts.

In this role you will master all product features, manage client queues and SLA risks, maintain strict CRM private notes, and review AI-generated responses for accuracy before submission.

Responsibilities

• Comprehensive Product Expertise: Gain deep knowledge of all company products and features to provide accurate, fact-based answers and guidance to subscribed clients.
• Queue & SLA Management: Prioritize work via the Broker Dashboard—focusing on unread messages, SLA risks, and at-risk client signals.
• Concierge-Level Support & Communication: Deliver professional, warm, and concise communication exclusively within the official workspace.
• CRM & Private Notes Administration: Maintain strict separation between client-facing messages and internal Private notes.
• AI-Assisted Efficiency: Review, edit, and fact-check AI-generated draft responses before manual submission.
• Escalation & Operational Actions: Properly utilize system tools such as filing complaints or managing client queues with clear operational justifications.

Job description

Role: Support Manager (Brisbane Dist 3, Australia)

Department: Support manager

About the Role:

We are looking for a dedicated Support Manager to join our team remotely through the Assetara platform. In this role, you will act as a key personal manager and frontline support specialist for company clients who have purchased a subscription. You will dive deep into all company products, help clients navigate platform tools, maintain accurate CRM/private notes, and ensure concierge-level support while strictly adhering to compliance and operational boundaries.

Key Responsibilities:

• Comprehensive Product Expertise: Gain deep knowledge of all company products and features to provide accurate, fact-based answers and guidance to subscribed clients.
• Queue & SLA Management: Prioritize work via the Broker Dashboard—focusing on unread messages, SLA risks, and at-risk client signals.
• Concierge-Level Support & Communication: Deliver professional, warm, and concise communication exclusively within the official workspace.
• CRM & Private Notes Administration: Maintain strict separation between client-facing messages and internal Private notes.
• AI-Assisted Efficiency: Review, edit, and fact-check AI-generated draft responses before manual submission.
• Escalation & Operational Actions: Properly utilize system tools such as filing complaints or managing client queues with clear operational justifications.

Requirements & Compliance Standards:

• Strict compliance with daily operational routines, activity presence tracking, and session management.
• Absolute adherence to safety boundaries: Never promise financial results, fixed timelines, or perform direct financial operations on behalf of clients.
• Absolute commitment to confidentiality, anti-fraud protocols, and handling client data strictly on documented instructions.