Customer Support Representative

Customer Support Representative

We're hipages - Australia's #1 digital platform connecting homeowners with trusted tradies. As an ASX-listed tech company, we're on a mission to transform the trade industry and improve lives.

With teams across Australia, New Zealand, the Philippines and Vietnam, we work as one team with a shared purpose.

We're proud to be a certified Great Place to Work and WORK180's #1 Employer for Women. At hipages, you'll find real impact, career growth and a workplace where everyone belongs.

About the Role

As Customer Support Representatives, we play a vital role in enabling tradies to succeed. We leverage our extensive customer service experience to assist our tradies in navigating our products, expanding their businesses, and building trust with their customers. Collaborating closely with our internal teams, we provide product feedback that influences how hipages evolves to meet the needs of tradies. Our expertise across all aspects of hipages makes us the go-to contact for other teams within the business.

Why Join Our Support Team

• Hybrid working model - 50% work from home
• Competitive salary, benefits and perks
• In-house Talent Development team to support your personal and career growth
• Achieve results in an agile team, flat organizational structure
• One team culture with our teams in Australia, New Zealand, the Philippines and Vietnam.

How You Will Add Value

• Provide exceptional customer service.
• Serve as the main point of contact for inbound, outbound and escalated calls.
• Respond promptly to call-backs, emails, social media, online reviews and chats with comprehensive solutions within service level agreements.
• Address customer complaints with a focus on first-contact resolution.
• Collaborate with other departments to exceed client expectations.
• Proactively identify client needs to build and strengthen relationships.
• Support internal teams.
• Develop in-depth product knowledge across multiple suites.
• Utilize multiple systems effectively.
• Maintain reliability and punctuality as a crucial member of a small, dedicated team.

About You

• Strong written and verbal communication skills, maintaining composure under pressure.
• Proven ability to think critically and solve problems quickly in a dynamic setting.
• Must possess conflict resolution skills.
• Demonstrates high emotional intelligence and resilience.
• Proactively anticipates client needs to provide excellent customer support.

Life at Hipages

We're more than just a workplace - we're a place where you can be yourself, do great work and grow your career. Recognised as a Great Place to Work, our inclusive, supportive culture helps people thrive.

You'll use the best tools and tech, with real impact on our products and customers. We invest in your development and lead with coaching, not micromanagement – it's why 85% of our team say their leader is great.

And there's more:

• Diverse, collaborative teams that love solving problems
• Agile squads, hackathons, off-sites and roadshows
• Extra leave for birthdays, volunteering, and more
• Healthy snacks, continental breakfast and fresh fruit
• Sydney CBD office near Town Hall and Gadigal Stations
• Tailored growth support, mentoring and stretch projects
• A vibrant social scene - we work hard and have fun doing it

We Prioritise Diversity

At hipages, innovation and collaboration thrive in diverse and inclusive teams. We don't expect you to know everything - we care more about who you are as a person, a team member, and a leader.

We're proud to be endorsed by WORK180 for supporting women's careers and we value diversity across culture, age, gender identity and sexual orientation.

Research shows that men often apply when they meet just 60% of the criteria, while women and minority groups wait until they tick every box. If you think you'd be a great fit - even if you don't meet every requirement- we'd love to hear from you.

We're also a Circle Back Initiative Employer, which means we commit to responding to every applicant.