About this role
- 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 is needed
- 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 content
- Keep clear, useful records so customers and teammates receive consistent support
- Experience in customer support or service, ideally through email, live chat, messaging, Zendesk or another digital support channel
- 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 pressure
- Sound judgement: you know when to investigate independently, when to ask for help and when to escalate
- A reliable, curious and adaptable mindset, with the initiative to learn new processes and products quickly
- The ability to work accurately in a queue-based environment while managing competing priorities
You don’t need to know everything about credentials or identity verification on day one. What matters is that you’re willing to learn, comfortable asking thoughtful questions and committed to doing the right thing for the customer.
Other Qualifications, Skills and Experience
- Experience in a start-up environment, working with agile software development teams
- Experience operationalising processes and scaling operations
- Proficiency in using Zendesk
- Relevant university degree would be advantageous
At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.
We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.