Customer and Software Support
Join the revolution in workforce management — and be the calm, capable voice our customers count on when it matters most.
foundU is Australian-grown and managed, building the payroll and workforce management platform that takes businesses from onboarding through rostering, time and attendance, and payroll — all in one place. Our pace is fast and the work is genuinely varied. We dream big, and we fight hard for customer ease.
What you'll be responsible for
This role sits within our Customer Success team in Brisbane, reporting to the Team Leader, Customer Support. You'll be the first face of foundU that our customers meet when something needs sorting — from a payroll question to a rostering hiccup to "how do I even find this button".
In this role, you'll:
- Act as the primary point of contact for both new and established customers, providing prompt and professional responses to all questions and queries.
- Recognise that every business is unique, and tailor your support to meet the specific needs of each customer.
- Answer incoming calls and respond to customer enquiries via our Help Desk in a timely and efficient manner.
- Assist customers to make sure they understand how to get the most out of our product — showing them how to do it themselves whenever that's the better fix.
- Monitor customer queries and identify areas where our Product team could improve the platform, or where our Training team could offer customers extra support.
- Report any platform bugs or tasks that need attention to our Rapid Response team, so the fix sticks for the next customer too.
- Enhance customer satisfaction by maintaining a positive attitude, building strong rapport, empowering customers, and delivering consistent, high-quality service tailored to their needs.
- Identify tickets that need to be escalated to our wider Customer Success or Engineering teams, ensuring they're resolved quickly and effectively.
- Keep meticulous records of every customer communication, using our internal processes to track interactions and issues — because the next person who picks it up (including future you) needs the full story.
- Collaborate with other team members and departments as needed to keep our customer support operations running smoothly.
- Conduct research as needed to support the ongoing development of foundU and our platform, feeding back what you're hearing on the frontline.
Creating a product that helps so many businesses get pay right for their employees is pretty special, and it's not something we take for granted.
Do you have the foundU DNA?
Our people come from all walks of life — but the one thing that binds us is a glass-half-full, sleeves-rolled-up, can-do mentality. At foundU, you'll hear a lot of laughs, a fair share of banter, and the odd noisy debate as we nut out the best ways to adapt to whatever a new workplace law throws at us. Our support team backs each other up: no one person carries more than their share, and everyone pitches in on the gaps, because the work can be full-on — payroll, compliance and rostering questions from CFOs and small business owners alike don't leave much room for guesswork.
We're not looking for someone who already knows our platform inside out — nobody does on day one, and we don't expect them to. What we are looking for:
- A proven record of achievement and success in customer support, or another genuinely client-facing role.
- An understanding of IT service management principles, including request triage, interaction documentation, escalations and problem resolution.
- Clear and professional written and verbal communication skills — the kind that hold up under pressure, whether it's a phone call or a written reply.
- The ability to effectively prioritise tasks and manage competing demands, with the organisation to juggle a high volume of calls and tickets without letting anything slip.
- A positive, can-do attitude, with strong self-motivation and a willingness to learn — including the humility to say "I don't know, but I'll find out," and the initiative to actually go find out.
- An inquisitive mindset with a drive to improve processes and systems.
- A collaborative and adaptable approach, with strong relationship-building skills and genuine care about getting the customer to the right answer — not just off the phone quickly.
- Excellent attention to detail when managing and monitoring customer feedback and requests.
- A passion for creative and effective problem-solving.
- Experience working productively with individuals at all levels within an organisation.
We'll teach you the platform through a proper onboarding with a dedicated buddy — you bring the curiosity.
You'll get bonus points if you have:
- A background in payroll, HR, or SaaS/cloud technology.
- Experience with Zendesk, Intercom, or a similar ticketing/CRM system.
- Exposure to JIRA or another escalation/bug-tracking tool.
Why join foundU?
foundU is part of Citation Group, a wider community that supports over 100,000 Australian businesses with HR, safety, certification and workplace law expertise — recognised as an Employer of Choice for 9 years running.
Work. We're in a genuine growth phase, and we give people the opportunity to take ownership, build their skills and make a real contribution from early on. You'll work closely with your teammates and collaborate with teams across the business, with plenty of opportunity to learn and grow as you find your feet.
People and culture. We've built a collaborative team culture where everyone's voice is heard and valued. This is a team that shows up for each other — training is genuinely invested in, and nobody's left to figure things out alone, especially in the first few months when there's a lot to take in. We're committed to learning and improvement, and we welcome feedback and ideas from our team as we look for better ways to do what we do.
Growth. We're passionate about promoting from within and supporting our people to grow. We prioritise the development of our team through upskilling, cross-training and creating opportunities to build new skills and take on greater responsibility. We also work closely with teams across the wider business, giving our people the opportunity to collaborate, share knowledge and contribute beyond their immediate role.
Benefits. You'll have access to:
- An established hybrid working policy
- Extra day of leave on your birthday
- Paid volunteer day
- Up to 16 weeks paid parental leave
- Referral bonus program
- Free coffee from the local café while working from the office
- Dog-friendly office
- Reward and recognition program
We encourage applications from people of all backgrounds and experiences. If you have any support or access requirements, we're happy to make adjustments throughout the recruitment process — just let us know.
Apply now with your CV — we'd love to hear from you.
We respectfully ask recruiters not to contact us regarding assistance with this vacancy. Your understanding is greatly appreciated. Thank you.
