Join a growing Australian HR technology business and take ownership of complex support across its enterprise and government client base.

This is a great opportunity for an experienced support qualified who enjoys solving challenging client issues, improving processes and helping a growing team deliver an exceptional customer experience.

The opportunity

Senior Support Specialist - HR Tech

Sydney | Hybrid | $95,000-$115,000 + super | Permanent

Join a growing Australian HR technology business and take ownership of complex support across its enterprise and government client base.

This is a great opportunity for an experienced support professional who enjoys solving challenging client issues, improving processes and helping a growing team deliver an exceptional customer experience.

The opportunity

Referoo provides pre-employment verification services, including automated reference checks, background checks, identity verification, right-to-work checks and qualification verification.

As the Senior Support Specialist, you'll act as a senior escalation point for enterprise and government clients while working closely with Account Management, Product and Technology. You'll also help manage and optimise AI-assisted support tools within Freshworks.

This is still a hands‑on position, so you'll be comfortable jumping into the ticket queue and supporting the wider team when volumes are high.

What you'll be doing

- Supporting enterprise and government clients with complex or escalated enquiries
- Providing clear, responsive and professional service across multiple support channels
- Working closely with Account Management to deliver a seamless client experience
- Handling enquiries relating to police checks, identity verification, qualifications and right‑to‑work checks




- Reviewing identity documentation as part of the police‑check process, with full training provided
- Ensuring sensitive and compliance‑related enquiries are handled accurately
- Taking ownership of Freshworks' AI functionality, including training, accuracy monitoring and ongoing optimisation
- Providing guidance and escalation support to frontline team membersImproving internal documentation, SOPs and knowledge‑base content
- Identifying recurring issues and opportunities to improve support processes

What we're looking for

- At least three years' experience in senior customer support, client success or support operations
- Confidence managing complex or high‑stakes client interactions
- Strong written and verbal communication skills
- Experience supporting enterprise clients, key accounts or senior stakeholders
- The ability to work independently and manage competing priorities
- Excellent attention to detail when handling sensitive information
- Experience using Freshdesk, Zendesk, HubSpot or another helpdesk or CRM platform
- Sydney-based availability for a hybrid working arrangement

Experience in HR technology, recruitment, background screening, government or another compliance‑sensitive environment would be highly regarded. Exposure to Freshworks products or AI-assisted support tools would also be valuable, but no coding experience is required.

What's on offer

- $95,000-$115,000 + super, depending on experience
- Permanent position with a growing Australian technology company
- Hybrid working, with two to three days per week in the Sydney office
- Monday and Thursday as core office days
- Genuine ownership and the opportunity to shape how the support function develops
- Full product, platform and compliance training
- Collaborative, low‑ego team environment
- Clear scope to grow as the enterprise and government client portfolio expands

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📌 Senior Support Specialist (New South Wales)
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