Abbotsford, VIC | Hybrid | $*****/hr weekdays, weekend penalty rates on top | 5 days | 20 hours per weekThis is a role for the person who loves the moment a stressful call turns into 'oh my god, thank you, you've made that so easy.'AmazingCo creates and delivers real-world experiences across Australia and around the world: Mystery Picnics, bar hops, kids' birthday parties, wine tours, corporate team days, date nights and more.
Our mission is to help people live more fulfilling lives, and every booking we support is someone planning a moment that matters to them.We're looking for a casual Customer Support Specialist to look after those customers, especially on weekends, when the experiences are happening and the phone is where the action is.What you'll actually be doingOur customers aren't calling a call centre about a parcel.
They're mid-adventure.It's Saturday morning and someone is standing on a Melbourne street with a clue that's led them somewhere unexpected.
Someone else is choosing between picnic routes for their mum's birthday and wants to get it exactly right.
Then there's the customer whose day didn't go to plan, who left us honest feedback and isn't expecting anyone to actually call them back.
You will.A key part of this role begins after the experience has taken place.
You'll speak with customers who shared feedback or felt their day didn't live up to what they expected.
Your job is to work out what actually happened, take ownership, and find the resolution that genuinely fixes it for that customer.
Not a standard apology.
Not reflex compensation.
A proper think about what would make it right, and the follow-through to deliver it.Day to day,



you'll:Support customers across phone, email and chat, before, during and after their experiencesAnswer questions and help customers pick the right experience for their groupRescue days in real time when something unexpected happens mid-experienceTurn post-experience feedback into customers won back, with solutions that occasionally surprise peopleManage multiple open enquiries and follow every one through to doneSpot recurring issues and flag them so the same problem never trips two weekends in a rowWork closely with a small, warm weekend team where your judgement mattersYou don't need a customer service CV, but you probably have the instinctWe care less about where your problem-solving skills came from and more about whether they're there.The instinct might look like:A background in hospitality, retail or travel where you were the one customers found when something needed sortingExperience in events, weddings or group bookings where plans changed and you kept the day movingA role where people brought you the difficult situations, because you'd think it through instead of reading from the scriptAny environment where things went wrong at short notice and you were the one who quietly enjoyed putting them rightIf turning around a bad day sounds like a chore,



this isn't your role.What we're looking forA natural communicator who builds trust quickly, on the phone and in writingA first-principles problem solver: you work out what the real problem is before you reach for a policyCalm and practical when customers are disappointed, stressed or frustratedOrganised enough to keep multiple enquiries moving without letting anything dropComfortable making decisions on your feet, and clear on when to check firstGenuine enthusiasm for experiences and for making someone's day better than they expectedThe hoursA set five-day roster you can plan around, with additional hours likely as we head into the summer peak.
There may be some flexibility, feel free to ask when you apply:Tuesday, 2pm to 4pmWednesday, 9am to 12pmThursday, 9am to 12pmSaturday, 8am to 4pmSunday, 12pm to 4pmWeekend availability is essential.
It's when our experiences happen and when customers most need someone valuable.The weekend is where the rates get interesting.
The full breakdown:Weekdays: $*****/hrSaturday until 12:30pm: $*****/hrSaturday 12:30pm to 2:30pm: $*****/hrSaturday after 2:30pm: $70/hrSunday: $70/hrWhy AmazingCoA genuinely warm and high-performing team: Melbourne HQ plus a connected global teamDog-friendly Abbotsford office, free street parking, easy public transport accessStaff discounts across our experience rangeA values-driven team that takes culture seriouslyReal progression if you want it.
We hire and promote on potentialMonthly team building activities and epic End of Year partiesApplicants must have full working rights in Australia.
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📌 Customer Support Specialist / Weekend Experience Team (Victoria)
🏢 Amazingco
📍 Victoria