Job Description

The construction industry has dreamt of a world that isn't a maze of paper trails and delays, and our client is turning that vision into a reality. Founded in 2018, their cloud-based platform is already empowering over 350,000 users across tier-1 construction and property giants.

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By centralising construction operations into a unified platform, the company helps organisations deliver projects on schedule and on budget, while boosting safety, productivity, and quality.

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They are growing rapidly, scaling up their services and building out their team—come join them as a Client Support Associate!

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Overview

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The Client Success team takes ownership of the entire customer experience and plays a key role in driving digital transformation across clients' projects and organisations. The team works closely with Product & Development as well as Marketing and Sales to improve customer experience at every touchpoint, both in and out of the product.

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About the Role

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As a Client Support Associate, you will be a key point of contact for clients, providing frontline support and ensuring a seamless user experience. You will play a crucial role in responding to client inquiries, maintaining accurate records, and contributing to the ongoing improvement of customer support processes.

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This position is ideal for candidates looking to build a foundation in a rapidly growing specialisation within the SaaS industry. It offers a clear pathway for growth and development, with opportunities to advance into a Client Success Manager career track.

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What You'll Be Doing

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- Client Engagement & Support: Provide frontline support by managing the help desk, responding to client emails and phone calls promptly and professionally.
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- Relationship Building: Develop and nurture relationships with all stakeholders to ensure strong communication, trust, and client satisfaction.
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- Forms & Setup:



Create electronic forms tailored to client needs, ensuring seamless functionality and ease of use.
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- Demos & Training: Assist with client demos and training sessions by preparing materials and supporting the team during delivery; deliver basic platform training to end-users.
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- Content Creation: Create and maintain client support materials, including user guides, videos, and knowledge base updates.
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- Client Health Tracking: Track and report on client health by maintaining accurate records of client interactions and touchpoints.
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- Product Insights & Voice of Customer: Gain a comprehensive understanding of the application and act as the voice of the client internally—providing feedback to contribute to product design, testing, and new feature implementations.
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- Software Evaluation: Conduct product testing and usability evaluations for new software functionality.
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- Operations & Improvement: Handle daily office tasks to support smooth operations and contribute to team continuous improvement initiatives.
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What We're Looking For

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Base Requirements

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- Experience: 1+ years in administrative or customer-facing roles.
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- Tech Aptitude: Good working knowledge of and/or a strong interest in software and SaaS platforms.
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Winning Attributes

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- Startup Mindset: You thrive in the fast-paced, dynamic environment of a growing startup.
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- Self-Motivated: You are proactive, take ownership of your learning, and are committed to delivering excellence.
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- Strong Communicator: You explain complex concepts clearly and effectively, both in writing and verbally, to diverse audiences.
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- Detail-Oriented: You take pride in being thorough, professional, and reliable with high attention to detail.
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- People-First: You have a genuine passion for helping people succeed and building meaningful working relationships.
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- Domain Interest: An interest in property, construction, or software industries is a robust plus.
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📌 Customer Support Associate (New South Wales)
🏢 Sirius.
📍 New South Wales