We're on a mission to be the easiest way to hire a tradie— and great support is at the heart of that promise. When a customer calls with a question or a tradie needs help getting set up, you'll be the person who makes it happen.

We're looking for a Customer Support Agent who thrives on the phone, stays calm under pressure, and brings real energy to every interaction. You'll join our Trade Relations team on the Gold Coast and play a critical role in keeping our two-sided marketplace running smoothly.

What You’ll Do

- Answer inbound customer calls — be the friendly, competent first point of contact for homeowners using the platform.
- Support tradies reactively — help service providers resolve issues with leads, listings, subscriptions, and platform queries.
- Triage and elevate — know when to solve it yourself, when to document, and when to route to the right team member using our internal contact framework.
- Follow the daily playbook — morning system sweep, core-hours live ops, afternoon follow-ups, and end‑of‑day handover notes.
- Keep records clean — log every interaction in HubSpot with transparent, factual notes so the team can act on accurate information.
- Manage reviews and feedback — respond to Trustpilot and ProductReview feedback during quieter periods.

Tradie Onboarding & Activation Calls

- Conduct structured onboarding calls with newly signed tradies — walking them through the app, their business profile, and our 7 Steps for Success framework.
- Help tradies optimise their listings live on the call — filling in FAQs, importing Google/Facebook reviews, setting service categories and travel radius, and uploading photos.
- Teach tradies how to respond to leads effectively — guiding them through the inbox, quoting process,



and follow‑up best practices (call first, leave a voicemail, follow up with a text).
- Complete post‑call actions — importing reviews, updating profile info, sending the correct follow‑up email template, and logging the call with clear CRM notes.
- Support online sign‑up onboarding — for tradies who've self‑signed, run a more consultative call that includes a business needs analysis, account optimisation, and identification of upsell opportunities (additional categories, expanded radius).

Work Smarter with AI

- Use AI tools to draft responses, summarise call notes, and assist with triage — we invest in tools that make your job easier, not harder.

Who You Are

- Confident on the phone — you speak clearly, listen well, and can de‑escalate a frustrated caller without breaking a sweat.
- Teacher at heart — you're patient and enthusiastic about walking someone through a process, whether it's a confused homeowner or a tradie seeing the app for the first time.
- Organised and thorough — you document everything, juggle multiple priorities, and never let follow‑ups slip.
- Calm under pressure — busy queues, competing demands, upset callers — you stay composed and keep moving.
- Solutions‑focused — you find the real issue, not just the surface complaint, and drive towards resolution.
- AI‑curious (or experienced)



— you've played with ChatGPT, Claude, or similar tools and you're excited about using AI to work faster and smarter. Bonus if you can show us how you've used AI in a work context.
- Team‑oriented — you work well under a manager, take feedback on board, and contribute to a positive team culture.

What We’re Looking For

- 1–3+ years in customer support, contact centre, or phone‑based service roles.
- Experience using CRMs (HubSpot preferred), ticketing systems, or call software (Aircall a plus).
- Strong written and verbal English — your notes are as good as your phone manner.
- Familiarity with AI tools (ChatGPT, Claude, Copilot, or built‑in CRM AI features) — or a clear willingness to learn.
- Comfortable conducting structured calls that blend support with light coaching and account optimisation.
- Bonus: background in trades, home services, property, or marketplace environments.

What’s In It for You

- Competitive salary with a clear growth path.
- Gold Coast office with a supportive, high‑energy team culture.
- Hands‑on training, great tools, and autonomy to own your work.
- Work with AI‑powered workflows — we invest in tools that make your job easier.
- A chance to make a real difference for thousands of Aussie tradies and homeowners.

Our Culture: Good Energy

- Hard

Work

- Smile

We show up with positivity, take pride in the grind, and don't take ourselves too seriously. Expect office banter, team events (marathons, golf days), and a crew that says hello every morning. If you're proactive, resilient, and love helping people succeed — you'll fit right in.

Check us out over on instagram: servicecomau_team

#J-18808-Ljbffr

📌 Customer Support Agent (Queensland)
🏢 Service.com.au
📍 Queensland