Customer Support Specialist – Parental Leave Cover

This is a fully remote position, open to applicants in Australia.

📋 Description

• You will be the type of support representative that people are genuinely pleased to reach out to — empathetic, articulate, and always proactive.

• Your role will extend beyond merely answering inquiries; you will identify potential issues early, highlight the insights that influence our product, and assist in ensuring that every campaigner who deserves to be heard has a fair opportunity.

• As the only Customer Support Specialist within the team, you will take full ownership of the support queue and receive direct guidance from the Customer Support Lead — giving you a real voice in enhancing our processes and expanding the support function over time.

⛳️ Requirements

• Manage a busy support queue and ensure it remains efficient.

• Provide timely, thoughtful responses that help us achieve our support objectives.

• Investigate technical issues, troubleshoot confidently, and escalate when necessary.

• Identify trends in customer feedback and translate them into product recommendations.

• Maintain our knowledge base to be sharp, precise, and user-friendly.

• Bring forth community insights that keep our teams connected to the individuals we serve.

• Review reported campaigns to ensure Chuffed remains a safe and trustworthy platform.

• Collect and verify submitted evidence to support our Trust & Safety procedures.

• Accurately document findings in our evidence management system.

• You possess over 3 years of experience in customer support, preferably in a fast-paced or high-volume setting.

• You are an empathetic and clear communicator — concise while maintaining a human touch.

• Self-motivated, you have a solutions-oriented mindset and are comfortable managing a support queue.

• Proficient in troubleshooting technical issues and discerning when to escalate matters.

• Confident in managing and maintaining documentation, knowledge bases, or templates.

• Trustworthy and meticulous with sensitive information — you recognize the importance of what you handle and treat it with the utmost care.

• You are passionate about social justice and eager to assist Chuffed campaigners in their success.

🏝️ Benefits

• $70,000 - $75,000 p.a. + Super (commensurate with experience).

• Engage in meaningful work. Start each day knowing you are helping individuals globally fund the causes they are passionate about.

• Join a team that values collaboration. No egos, no office politics — just dedicated, passionate individuals working together to foster a world-changing movement.

• Enjoy the flexibility to work from anywhere in Australia. We are a fully remote team that supports a flexible work environment that genuinely prioritizes work-life balance.

• Experience rapid growth. We are in a high-growth phase — you will be entrusted with significant ownership, innovative ideas, and the opportunity to influence our support strategy.