Help Tradies Succeed on Our Platform ?
We're on a mission to be the easiest way to hire a tradie — and we know our customers stick around when they're confident, supported, and see real results.
That's where you come in.
We're looking for a
Account Activation and Retention Specialist
who loves helping people, building long-term relationships, and making sure our trade partners know exactly how to get the most out of Service.com.au.
? What You'll Do
Answer inbound customer and consumer calls:
Be the friendly, competent first point of contact for homeowners and tradies using the platform.
Follow the daily playbook
: Morning system sweep, core-hours live ops, afternoon follow-ups, and end-of-day handover notes.
Onboard & train:
Walk new and renewing customers through the platform, showing them how to set up profiles, respond to jobs, and use features that drive results.
Stay connected:
Keep in regular touch with your portfolio of customers, celebrating wins and stepping in early if usage drops off.
Coach for success:
Share best practices and practical tips tailored to each tradie's business so they feel confident using the platform.
Problem-solve with empathy:
Handle frustrations calmly, turning tricky situations into positive experiences.
Spot risks early:
Use data and engagement trends to see which accounts might need extra care before they become a churn risk.
Keep records clean
: Log every interaction in HubSpot with clear, factual notes so the team can act on accurate information.
Be the customer's voice:
Bring feedback and insights from your interactions back into the business to improve our product and processes.
Manage reviews and feedback:
Respond to Trustpilot and ProductReview feedback during quieter periods.
? 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.
Relationship-focused:
You enjoy building rapport and trust, not just ticking boxes.
Teacher at heart:
Patient, clear, and enthusiastic about showing people how things work.
Empathetic & calm:
You can handle frustration without taking it personally, and guide people toward solutions.
Proactive:
You don't wait for customers to call — you check in, follow up, and keep things moving.
Organised & thorough:
You document everything, juggle multiple accounts, and never let follow-ups slip.
Curious & data-aware:
You notice patterns in usage and act on them to help customers succeed.
? What We're Looking For
1–3+ years in customer support
, retention or account management phone-based roles.
Experience using CRMs
(HubSpot preferred), ticketing systems, and call software (Aircall a plus).
An interest in sales and negotiation
— inside sales only, working warm existing accounts.
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 consultative coaching and account optimisation.
Bonus: background in trades
, home services, property, or marketplace environments.
? What's In It for You
Competitive salary
Clear growth path into Account Management (Sales), Training, or Retention leadership.
.
Gold Coast location with flexibility and supportive team culture.
Hands-on training, great tools, and the autonomy to truly own your accounts.
A chance to make a
real difference
to thousands of Aussie tradies building their businesses.
? Our Culture (Valuable 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: ?
igsh=dGh5cHpuYzZkMDJr

📌 Account Activation And Retention Specialist (Gold Coast)
🏢 Service.com.au
📍 Gold Coast