Customer Support Specialist
Location: Hybrid (Melbourne) | Type: Ongoing
Salary: $65K - $75K AUD + super per annum (depending on experience and seniority)
About BuildPass
BuildPass is a venture-backed SaaS company on a mission to make construction safer and more efficient. We’ve built an all-in-one platform that connects Builders, Subcontractors, and Workers, helping them manage safety, quality, and site operations in one simple place.
The BuildPass team comes from diverse backgrounds and skillsets. Never worn a hard hat or set foot on a construction site? Don't worry! Industry knowledge can be taught. We care more about your ambition to learn and desire to join a high-performing team than your familiarity with steel-cap boots and SWMS.
About the Role
BuildPass is a customer-focused company at its core. We're proud of what we've built, but our true north is always our customer's satisfaction. As we scale, we need to ensure this customer obsession is maintained.
We want a Customer Support Specialist to help manage our expanding customer support needs with a view of one day progressing into a Customer Success Manager. You'll take on day-to-day support operations, manage inbound queries, coordinate with our wider support team, and handle customer issues via email and phone. You'll work closely with the Product team on rollouts and fixes, serving as a key conduit for customer feedback, which aligns with one of our core values: co-creating the future with our customers.
You'll collaborate across both our local (Australia/US) and overseas (Philippines) team members, ensuring customers receive fast, friendly, and consistent help regardless of where they are.
This is a hands-on role that blends customer support, onboarding enablement, and internal coordination, ideal for someone who thrives in a dynamic SaaS environment and enjoys turning feedback into tangible improvements.
Key Responsibilities
Manage inbound customer support via live chat, email, and phone
Coordinate and oversee inbound processing with our external support team
Troubleshoot customer issues, escalating bugs or feature requests to the Product team
Assist with onboarding small accounts - guiding customers through setup and feature adoption
Re-engage inactive users with friendly check-ins and proactive outreach
Maintain and improve help centre content, support macros, and training videos
Support remote staff, ensuring consistent service delivery
Identify opportunities to streamline support processes through automation and AI tools
Capture recurring feedback to help inform product improvements and customer success strategy
What We’re Looking For
Excellent communicator, clear, friendly, and confident across channels
Tech-savvy and quick to learn new systems and workflows
Strong problem-solver who can balance speed with accuracy
Highly organised, dependable, and comfortable working independently
Interest in using automation or AI tools to improve efficiency
Available to work 7am–3pm and 9am–5pm AEST/AEDT
Interested in AI, enjoys setting up automation, especially with AI
Bonus points if you have:
Experience in SaaS, customer support, or onboarding roles
Familiarity with the construction or field-services industry
Prior exposure to tools like HubSpot, Intercom, or Notion
BuildPass Working Life
We have a HQ opposite Richmond station
2 Days of bonus wellbeing leave every 6 months to ensure you’re looking after you
We highly encourage personal development and are open to supporting this growth
Monthly Build-a-Brunch/Lunches to keep the team connected
