Overview
Culture Amp is a leading employee experience platform seeking a Product Support Specialist for our Melbourne team. The role focuses on supporting Australian customers across the Eastern Timezone and delivering a personalized, Culture‐First experience.
Responsibilities
* Serve as the first point of contact for customers around the world via email, chat, and video conference.
* Answer all questions related to the Culture Amp platform and escale issues when necessary – servicing roughly 4,000 emails and 4,000 chats per month.
* Educate and empower customers to become proficient users of Culture Amp.
* Act as an internal product resource for other departments (e.g., responding to Slack questions, joining virtual meetings).
* Ensure customer data is handled securely and manage internal access request processes.
* Advocate for customers by providing feedback to product and engineering teams to improve the platform.
* Partner with the Customer Organisation across multiple time zones to continuously improve the customer experience as the user base grows.
Soft Skills
* Enjoy interacting with people and building customer relationships.
* Empathise with customers genuinely so they feel heard.
* Explain technical issues in simple terms.
* Operate in a self‐directed, self‐motivated manner.
Experience
* Experience supporting a globally distributed SaaS product in a customer‐facing role.
Note: Office expectations for this role is one day per week within our Richmond, Melbourne office. You may choose the day that best suits you.
Benefits
* Employee Share Options Program – become an owner in Culture Amp.
* Programs, coaching, and budgets for personal and professional development.
* Access to external mental‐wellbeing and coaching services.
* Monthly Camper Life Allowance – a paid allowance each month.
* Team budgets for building activities and connection.
* Quarterly wellbeing pause – a company‐wide shutdown day.
* Extended year‐end breaks.
* Excellent parental leave and in‐work support from day one.
* Five Social Impact Days annually.
* MacBooks and a home‐office budget for setting up a remote workspace.
* Medical insurance coverage for you and your family (US & UK only).
Accommodations: If you require reasonable accommodations or adjustments due to a disability, please contact accommodations@cultureamp.com and specify the type of assistance required. The Reasonable Accommodations team will respond promptly.
Privacy: Culture Amp will retain your CV and personal information for a period of two years (four years for US applicants) from the completion of the application process. You may be contacted regarding future opportunities during this time. For more information, see our privacy policy or contact privacy@cultureamp.com.
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