Job Description
Customer Support Officer – Remote Ready to put your CPAP knowledge to work in a whole new way? n
At
CPAP Direct
, we're all about helping people feel informed, confident and supported throughout their sleep therapy journey and we're excited to offer an
internal opportunity
for a team member to join our Customer Support team! ????
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If you know your CPAP, love helping people and enjoy finding solutions, this could be a great opportunity to take your experience in a current direction.
About the Role n
As a Customer Support Officer, you'll be a key point of contact for our
store and online customers
, helping them with everything from CPAP questions and product guidance to orders, troubleshooting and follow-ups.
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You'll be there to make things a little easier for our customers and help them feel confident every step of the way.
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Your day may include:
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Providing CPAP product guidance and troubleshooting support
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Helping customers choose suitable products
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Assisting with store and online orders
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Processing orders and over-the-phone payments
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Responding to delivery and collection enquiries
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Assisting with order changes, returns, refunds and warranty enquiries
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Following up enquiries and keeping customers informed
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Supporting our stores with customer enquiries and overflow calls
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Working with our stores, Warehouse and internal teams to find the best outcome for the customer
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You'll connect with customers through:
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Phone

Email

Live Chat

Virtual Support
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At the heart of it, we want every customer to finish an interaction feeling:
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Heard. Understood. Supported. Confident.
CPAP Knowledge Is Key n
This is an internal opportunity, so we're looking for someone who already has a strong understanding of
CPAP therapy, our products and the customer journey
.
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You'll also need to feel confident using our current




Point of Sale system
and following CPAP Direct's existing processes.
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Don't worry if you haven't worked in Customer Support before or haven't used every online system —
we'll provide the training and support you need to get you up to speed.
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About You n
We're looking for someone who:
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Has strong CPAP experience and product knowledge
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Is confident using our current systems and processes
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Has a warm, patient and empathetic communication style
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Genuinely enjoys helping people
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Takes the time to listen and understand customer needs
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Communicates clearly and confidently
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Has great attention to detail
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Stays calm and solutions-focused when things get tricky
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Can juggle multiple priorities and stay organised
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Works well independently and as part of the wider team
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Is open to feedback, coaching and learning new things
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What Does Great Customer Support Look Like? n
It's more than simply answering a question or processing an order.
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It's about
taking ownership, following things through and making the customer's experience as easy as possible.
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You'll help make sure customers receive a consistent experience, accurate information and the support they need — while working within our policies and processes.
???? A New Opportunity to Grow n
This could be a fantastic opportunity for an existing CPAP Direct team member who enjoys helping people and would love to put their
CPAP knowledge and experience to work in a different way.
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You'll have the opportunity to build your remote customer support skills, learn new systems and processes, and continue making a meaningful difference to our customers — just from a different side of the business.
✨ Ready for a New Challenge? n
If you
know your CPAP, love helping people and enjoy finding solutions
, we'd love to hear from you!
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This could be your next CPAP Direct adventure. ????!
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📌 Customer Support Officer - Remote (Queensland)
🏢 CPAP Direct
📍 Queensland