Join a thriving Australian SaaS organisation that is currently refining how they support a growing global user base. This business operates with a product first mindset, where technology and customer experience are deeply intertwined to ensure seamless growth. You will be part of a forward thinking environment that treats support as a scalable product in its own right, moving away from traditional reactive models towards a more sophisticated, automated approach.
About The Role
This is a pivotal role designed for a strategic thinker who understands that great support starts with great information. You will step away from the front lines of customer queries to focus entirely on the machinery of support operations. Your mission is to build a self sustaining ecosystem where customers find answers effortlessly and internal teams have the precise tools they need to resolve complex issues with speed.
Key Responsibilities
* Take full accountability for the Zendesk Help Centre and internal knowledge repositories to ensure they are the single source of truth
* Design and implement content standards that ensure every piece of documentation is clear, accurate, and easy to navigate
* Collaborate with product and engineering squads to ensure support materials evolve alongside new feature releases
* Use data insights to pinpoint where customers are struggling and create content that proactively deflects common queries
* Audit existing support workflows to remove friction and enhance the overall productivity of the customer experience team
* Explore and integrate intelligent automation or artificial intelligence tools to modernise the support journey
About You
* You possess extensive experience in support operations or knowledge management within a fast paced software environment
* You are a specialist in Zendesk and understand how to structure information architecture for maximum utility
* Your writing style is impeccable, allowing you to translate technical jargon into simple, actionable guidance for users
* You are naturally analytical and enjoy using support metrics to justify operational changes and improvements
* You have a proven track record of improving processes and partnering with cross functional teams like product and design
Company Culture
The team culture is built on collaboration, clarity, and a shared passion for building high quality products. You will work alongside people who value initiative and are eager to implement smarter ways of working. The organisation supports a modern hybrid balance, requiring three days a week in their Sydney office to foster strong working relationships and creative problem solving.
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