Customer Support Officer

📋 Description

• 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
• 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

🎯 Requirements

• Experience in customer support or service, ideally through email, live chat, messaging, Zendesk or
• 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
• Sound judgement: you know when to investigate independently, when to ask for help and when to
• A reliable, curious and adaptable mindset, with the initiative to learn new processes and products
• The ability to work accurately in a queue-based environment while managing competing priorities

🎁 Benefits

• Meaningful customer impact: Help people overcome barriers and feel confident using a product that
• Digital-first support: Build on your experience supporting customers through email, live chat
• A product that’s growing: Join a fast-moving team where customer insights can directly influence
• Quality over guesswork: Work in a team that values thoughtful investigation, privacy, accuracy and
• A team that will back you: Learn from people across Operations, Product, Engineering, Analytics and