Customer Support Officer

Company Description

About SEEK Pass

SEEK Pass is a trusted digital passport used by over 5 million people to manage and share their verified identity, credentials and documents. We aim to integrate across the HR ecosystem to provide more value, security and convenience for individuals and organisations in employment processes.  

Our primary use case today is helping job seekers to stand out on SEEK by pre-verifying their qualifications, licences and other credentials so that employers can shortlist them with confidence and speed. We operate as a distinct cross-functional business unit, with integrations into SEEK’s job marketplaces across Asia-Pacific.

Learn more about SEEK Pass at: https://seekpass.co

The Team

SEEK Pass is a cross-functional scale-up that operates as a business unit in SEEK. Today we employ over ~100 people across software engineering, product, operations, and growth teams in Melbourne, Sydney and Kuala Lumpur. This role is based in Sydney, but occasional brief travel may be required.

This role reports to the Core Operations leader and involves working closely within the Operations function while collaborating cross-functionally with teams such as Engineering, Product, Analytics, Marketing and Design.​​​​

Why this role?

This is your opportunity to make digital support feel human.

When someone is trying to verify a qualification, licence or work right, the experience can feel high stakes. A clear answer, a calm explanation or the right next step can make a real difference to their confidence — and sometimes to their opportunity to secure work.

As a Customer Support Officer, you’ll be one of the people who makes that experience better. You’ll support our users through email, helping them navigate verification, troubleshoot issues and understand what happens next. You’ll combine empathy with accuracy, use good judgement when the answer isn’t obvious, and make sure complex issues reach the right team with the right information.

This isn’t just a role where you close tickets. You’ll help us spot recurring customer pain points, improve our help content and strengthen the way a growing product supports people at important moments.
 

• Meaningful customer impact: Help people overcome barriers and feel confident using a product that matters
• Digital-first support: Build on your experience supporting customers through email, live chat, messaging or other online channels
• A product that’s growing: Join a fast-moving team where customer insights can directly influence how the product and support experience evolve
• Quality over guesswork: Work in a team that values thoughtful investigation, privacy, accuracy and closing the loop
• A team that will back you: Learn from people across Operations, Product, Engineering, Analytics and more while building capability in a modern technology business

Job Description

• Respond to customer enquiries through email with clarity, empathy and care
• Help customers navigate verification and troubleshoot issues across the SEEK Pass experience
• Investigate issues using approved guidance and available tools, escalating when specialist support is needed
• Manage a queue of work while balancing responsiveness, accuracy and customer impact
• Recognise sensitive or urgent situations and follow the right escalation process
• Capture recurring questions and customer insights so we can improve our product, processes and help content
• Keep clear, useful records so customers and teammates receive consistent support

Qualifications

• Experience in customer support or service, ideally through email, live chat, messaging, Zendesk or another digital support channel
• Strong written communication and the ability to make complex information easy to understand
• A warm, calm and respectful approach — especially when a user is frustrated, worried or under pressure
• Sound judgement: you know when to investigate independently, when to ask for help and when to escalate
• A reliable, curious and adaptable mindset, with the initiative to learn new processes and products quickly
• The ability to work accurately in a queue-based environment while managing competing priorities

You don’t need to know everything about credentials or identity verification on day one. What matters is that you’re willing to learn, comfortable asking thoughtful questions and committed to doing the right thing for the customer.

Other Qualifications, Skills and Experience

• Experience in a start-up environment, working with agile software development teams
• Experience operationalising processes and scaling operations
• Proficiency in using Zendesk
• Relevant university degree would be advantageous

Additional Information

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.