Culture Amp is seeking a Product Support Specialist to join our Melbourne-based team, providing coverage across the Australian Eastern Time zone.
About the role
As part of a global support team, you will help users navigate the Culture Amp platform, diagnosing unexpected behavior and ensuring a personalized, Culture‐First experience. You will serve as the first line of support for customers worldwide across email, chat, and video conference channels.
You will
* Be the first point of contact for customers worldwide via email, chat, and video conference.
* Answer all questions related to the Culture Amp platform and escalates when necessary – handling around 4,000 emails and 4,000 chats per month.
* Educate and empower customers to become better Culture Amp users.
* Serve as an internal resource for all departments, responding to quick questions in Slack or attending virtual meetings as a product expert.
* Ensure customer data is handled securely, managing internal access requests.
* Advocate for customers by providing feedback to product and engineering teams.
* Partner with the Customer Organisation across multiple time zones to improve the customer experience as the customer base grows.
Soft skills
* Enjoy interacting with people and building relationships.
* Empathise genuinely with customers.
* Explain technical issues in simple terms.
* Ask open‐ended and close‐ended questions appropriately.
* Be self‐directed and self‐motivated.
* Be naturally curious and eager to learn, especially about technical tools.
Experience
* Previous experience supporting a SaaS product in a customer‐facing role within a globally distributed team.
* Proficiency with help‐desk systems such as Intercom, Zendesk, Freshdesk, or Help Scout.
* Ability to support multiple customers in a high‐velocity service environment.
* Technical understanding of Email, Single Sign‐On, and SFTP (preferred).
* Experience using AI tools in workplace productivity (preferred).
Location: Melbourne, Australia (remote with one day in the Richmond office).
Office Expectations
Employees are expected to work one day per week at the Richmond, Melbourne office, choosing the day that best fits their schedule.
Benefits
* Employee Share Options Program.
* Coaching, professional budgets, and mental wellbeing support.
* Monthly Camper Life Allowance.
* Team building budgets.
* Quarterly wellbeing pauses and extended year‐end breaks.
* Generous parental leave and in‐work support program.
* Social Impact Days.
* Work‐from‐home office budget and MacBook.
* Medical insurance coverage (US & UK only).
Culture Amp is committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and provide reasonable accommodations for applicants with disabilities. We are an equal‐employment‐opportunity employer.
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