Job Description

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

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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.

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The opportunity

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Senior Support Specialist - HR Tech

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

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

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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.

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The prospect

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

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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.

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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.

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What you'll be doing

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- Supporting enterprise and government clients with complex or escalated enquiries
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- Providing clear, responsive and professional service across multiple support channels
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- Working closely with Account Management to deliver a seamless client experience
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- Handling enquiries relating to police checks, identity verification, qualifications and right‐to‐work checks
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- Reviewing identity documentation as part of the police‐check process, with full training provided
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- Ensuring sensitive and compliance‐related enquiries are handled accurately
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- Taking ownership of Freshworks' AI functionality, including training, accuracy monitoring and ongoing optimisation
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- Providing guidance and escalation support to frontline team membersImproving internal documentation, SOPs and knowledge‐base content
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- Identifying recurring issues and opportunities to improve support processes
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What we're looking for

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

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What's on offer

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