About the job

Customer Support Specialist: Digital Marketing SaaS

Brisbane Based (Fortitude Valley) Up to $80K base + Super + Health Insurance Allowance (~$250/month)

The Chance

We're partnering with a globally recognised digital marketing SaaS company as they look to bring a Customer Enablement Specialist into their Brisbane support team.

This is a hybrid support and onboarding role covering two platforms: a global SMB email marketing tool, and a platform built for Australia's regulated sectors. You'll be the first point of contact for a genuinely diverse book of customers, from small business owners to government and finance clients.

Why This Role Stands Out

- Join a genuinely global brand with a small, high-energy local team
- Diverse customer base, SMBs through to government, finance and education
- Product is easy to learn, this role is about people skills, not technical depth
- Clear KPIs (CSAT, NPS, retention) so you always know how you're tracking
- Hybrid working, just 2 days a week in the Fortitude Valley office

The Role You'll own the customer experience from first contact through to ongoing support.

- Handle inbound support across phone, chat, email and video




- Run onboarding and "success sessions" to get new customers set up and activated
- Resolve technical issues and escalate more complex bugs when needed
- Coach customers on features so they get more value out of the platform
- Adapt your tone across very different customer types, sometimes in the same day
- Keep the CRM and ticketing system clean and accurate

What They're Looking For

- 1-2+ years' experience in a support role, ideally within a SaaS or software company
- Strong communicator, clear, concise, and a genuinely good listener
- Comfortable managing a hybrid workload of scheduled sessions and reactive tickets
- Curious mindset, happy to become an expert across two platforms
- Good energy and a customer-first attitude

The Profile

This suits someone who

- Enjoys variety, no two calls or tickets look the same
- Is energised by helping people, not just closing tickets
- Wants to grow within a global organisation from a local base
- Can flex between casual conversations and formal, compliance-aware ones

Interested? If you're open to exploring this one, reach out for a confidential chat, happy to walk you through the team, the platforms, and who the company actually is.

📌 Customer Support Specialist (Brisbane)
🏢 Kaliba
📍 Brisbane