- Hybrid role with a genuinely collaborative team
- Customer success in HR technology: build a career that matters
- Own customer support, administration and meaningful customer relationships
- Melbourne-based | Initial 12-month appointment with potential to become ongoing

About WorkPro

At WorkPro, we're making hiring safer, simpler and more connected.

For almost 20 years, we have helped organisations across Australia and New Zealand build trusted workforces through background screening, onboarding, identity verification and workforce compliance solutions.

Today, we are building the next generation of workforce technology. With an API-first platform, intelligent automation and AI-powered innovation, we are creating smarter ways to connect people, employers and technology.

We are a lean, collaborative team that values curiosity, accountability, empathy and finding better ways to solve problems. We care about the quality of the customer experience and the accuracy of the important work behind it.

About the Role

Reporting to the Customer Success Lead, we are looking for a Customer Success Specialist to be a calm, capable and organised presence at the front line of our customer and candidate experience. This is a full-time, hybrid role based in Melbourne, initially offered as a 12-month appointment, with the potential to become an ongoing role. Full working rights in Australia are required.

The role combines responsive customer and candidate support, accurate administration and background check processing, and proactive engagement with a portfolio of smaller customers. You will be comfortable moving between phone calls, emails, platform enquiries, routine processing and scheduled customer meetings, while maintaining clear priorities and attention to detail.

As self-service and automation take on more repeatable work, this role will increasingly focus on higher-value support, customer engagement and continuous improvement. You will be expected to notice recurring issues, ask thoughtful questions, contribute practical ideas and participate constructively in feedback and improvement sessions.

You will also independently conduct customer check-ins and reviews to ensure customers are making effective use of the WorkPro platform, improving compliance efficiency and receiving value from the products available to them.

Key Responsibilities

Customer and Candidate Support

- Resolve customer and candidate enquiries across phone, email, Freshdesk, Freshcaller and the WorkPro platform with clear, courteous and professional communication.
- Take ownership of login, security,



access and platform-use enquiries, including supporting less technology-confident users with patience, empathy and respect.
- Manage competing priorities and queue volumes within the team's daily task allocation, meeting agreed service levels without compromising accuracy or the user experience.
- Anticipate what a customer or candidate may need next and, where appropriate, provide guidance that prevents avoidable follow-up or escalation.
- Escalate Sales, Product, Development or higher-risk matters clearly and through agreed processes, providing the context required for an efficient handover.

Administration and Background Check Processing
- Undertake routine but important administration accurately and consistently, recognising that these tasks are essential to service quality, compliance and customer confidence.
- Process background and probity checks in accordance with documented requirements, quality standards and turnaround expectations.
- Maintain accurate records, complete follow-up activities and flag exceptions rather than creating individual workarounds.
- Adopt automated processing and request-for-information steps as they are introduced, while maintaining appropriate oversight and quality control.

Customer Engagement

- Independently prepare for and conduct regular check-ins and review meetings with smaller customers, keeping relationships personal and proactive rather than relying solely on support tickets.
- Understand each customer's objectives and use of WorkPro, identify gaps or opportunities, and help them gain greater value and compliance efficiency from the platform.
- Identify relevant WorkPro products or capabilities the customer is not currently using and connect opportunities to the appropriate team member where required.
- Follow through on meeting actions, communicate outcomes clearly and ensure customers feel valued regardless of their size.

Continuous Improvement and Team Contribution
- Apply curiosity and sound judgement to identify recurring issues, unnecessary manual steps and opportunities to make processes clearer or more efficient.
- Contribute practical observations and ideas to team feedback, process review and continuous improvement sessions.




- Support the successful introduction of self-service, automation and improved ways of working, and provide constructive feedback based on customer and candidate interactions.
- Work collaboratively across the Customer Success team while remaining accountable for independently managing assigned work and customer commitments.

About You

- Experience in customer support, service delivery or customer success, ideally within a SaaS, technology, recruitment, HR or compliance environment.
- Highly organised and comfortable multi-tasking across phone, email, administration, processing and scheduled customer activity.
- Explicit and confident written and verbal communication, with a courteous and qualified manner and sound judgement about when to resolve, escalate or hand off an issue.
- Confidence or experience conducting customer meetings independently, asking useful questions and guiding customers to get more value from a platform or service.
- A calm, methodical and empathetic approach to troubleshooting and supporting users with different levels of technical confidence.
- Comfort undertaking rudimentary, repetitive but key administration with consistent accuracy and attention to detail.
- Natural curiosity, intuition and a genuine desire to improve customer outcomes, team processes and operating efficiency.
- The ability to anticipate issues or user needs while remaining respectful, considered and proportionate in your response.
- Willingness to contribute openly to feedback sessions, learn from others and adapt as WorkPro's systems and processes evolve.
- A self-starter who can work independently, meet service standards and contribute positively within a supportive team.
- Based in Melbourne, with full working rights in Australia.

Experience with helpdesk and telephony tools such as Freshdesk and Freshcaller, or similar systems, would be well regarded. Exposure to background checking, workforce compliance, ISO 27001 environments, automation or HR technology would also be advantageous, but is not essential.

Why WorkPro

Working at WorkPro will expose you to an agile, lean team that works as one unit towards a shared goal: changing the face of employment. You will have the opportunity to make a practical contribution, strengthen customer relationships and help shape better ways of working as our platform continues to evolve.
- At WorkPro, we value our team members and will give you the tools and support to succeed. If this role sounds like you, we would love to receive your application.

📌 Customer Success Specialist (Melbourne)
🏢 Talentflexx
📍 Melbourne