Trustport is looking to appoint a part-time Customer Support Consultant to join as an early team member covering 2-3 days per week.
This is not a ‘ticket-only’ or ‘script-driven’ support role. We’re seeking a hands-on, customer-first Customer Support Representative who genuinely enjoys solving problems, not just logging them. You will be the first point of contact for real estate agencies using our platform, assisting them with navigating real-world sales and settlement workflows, troubleshooting issues and helping them get unstuck fast.
This role goes beyond answering queries – you will build trust with customers, identify recurring friction and work closely with onboarding, product and engineering to continuously improve both our service and our product. We need someone who will be confident supporting customers through high-stakes, time-sensitive real estate transactions.
Trustport is setting the standard for how money is protected and moved in property. We sit across financial services, payments, and property, and regulation is core to how we have designed the business.
Today, large amounts of client money still flow through agent-controlled trust accounts. They are expensive to manage, difficult to oversee, and increasingly exposed to fraud and compliance pressure. Trustport replaces this with a centralised platform that handles the movement of funds across the property transaction lifecycle, reducing risk and improving transparency for agents, consumers, and regulators.
All in: We back each other to make clear decisions and move forward together. We tackle challenges with integrity and ownership, and celebrate wins as one team.
Measured courage: We are curious, bold and disciplined. Our customers’ challenges fuel our drive – we act with considered speed toward meaningful outcomes.
No egos, just outcomes: We show up as ourselves – transparent, open and genuine. We bring warmth and humanity to our work, just as we do for the customers we are here to protect.
- Customer Support Experience: Own the day-to-day customer support experience for our real estate agencies. Be the first point of contact for product questions, issues, workflow guidance, and ensuring customers feel supported, confident and heard.
- Issue Resolution & Troubleshooting: Investigate, diagnose and resolve customer issues across the platform. Translate customer-reported problems into clear and actionable insights for our Product and Technology teams, and follow issues through to resolution.
- Customer Communication & Trust: Communicate clearly, calmly and pragmatically with customers, especially when things are not going to plan. Set expectations, provide timely updates and build long-term trust with agency principals, agents and administrators.
- Knowledge Base & Support Operations: Contribute to and maintain help articles, FAQs and any internal support documentation. Help define scalable support processes that prioritise speed, clarity and customer outcomes over rigid structure and process.
- Continuous Improvement: Feed any customer insights back to Product, Onboarding and Sales to continuously improve product usability and reduce demand for future support.
We are seeking a customer-first problem solver with superior communication skills, and an understanding of real estate operations.
- Customer-Centric Mindset: Must genuinely enjoy helping customers, solving problems and delivering a high-quality service experience. Particularly in high-value, time-sensitive scenarios.
- Startup Mindset: Must thrive in ambiguity, can self-start, and build structure where none may exist. You are pragmatic, adaptable and comfortable wearing multiple hats in an early-stage environment.
- Real Estate & Settlement Expertise: Must have an interest and practical understanding of the real estate transaction lifecycle, and should be comfortable speaking the language of real estate professionals.
- Excellent Communication: An excellent written and verbal communicator, able to explain technical or process-driven issues in simple, practical language.
- Operational Discipline: Must be organised, detail-oriented and able to manage multiple support requests whilst maintaining a high response and resolution standard.
- 2+ years of experience in customer support, customer service or customer success.
- Background in real estate agencies, conveyancing, settlement services or real estate software support.
- Experience supporting a B2B SaaS product.
- Experience with ticketing systems, knowledge base management and customer communication tools.
This role is a part-time role to cover 2-3 days per week which may include being asked to help cover some Saturdays and evenings, providing coverage when our customers are most active.
- Early Team Impact: Be an early hire with real influence over how customers experience our product and how our support function scales as the company grows.
- Real Ownership: Opportunity to grow into a senior support, onboarding or customer experience role as the business scales, with potential equity participation over time.
- Impactful Work: Your work will directly disrupt an antiquated, high-risk, and expensive process, creating a safer and more efficient solution for an entire industry.
- Flexibility: We offer a hybrid working environment, and access to a co-working space and gym membership.
