Job Description

Be the person a customer is glad they reached. Help business owners set up Jodie, answer questions clearly and take responsibility for getting problems resolved.

The work matters. n

Jodie AI is a UK company building an AI receptionist for busy businesses. Jodie answers calls, captures the important details and helps owners get back to customers, even when they can't pick up themselves.

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Help Australian business owners get more from Jodie, with outreach, onboarding and support shaped around their local working day.

What you'll own n

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- Support customers by email, chat and phone, from their first setup to everyday product questions.
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- Troubleshoot call forwarding, notifications and account settings using clear, safe diagnostic steps.
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- Escalate reproducible issues with the context engineering needs, while keeping the customer informed.
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- Turn repeat questions into better help articles and share patterns that could improve the product.
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What you'll bring nn
- Experience helping customers with a software product or a service that needs careful troubleshooting.
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- Clear written English, patient listening and the ability to explain a process one step at a time.
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- Good judgement around customer information, access permissions and escalation.
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- Evidence of following an issue through to a useful resolution, even when another team needs to help.
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Useful, but not essential n

Experience with a help desk, number forwarding or small-business software. We can teach the product.

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You don't need a particular degree or every nice-to-have. Show us the relevant workyou've done and how you think.

Your first 90 days n

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- By day 30n





Complete product training and resolve common enquiries with a teammate.

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- By day 60n

Own your queue, communicate confidently and produce complete, useful escalations.

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- By day 90n

Deliver reliable resolutions and improve a recurring support issue or help-centre journey.

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Where and when you'll work n

Full-time, 38 hours a week, Monday to Friday. Based in Australia, with customer coverage aligned to Sydney business hours, including daylight-saving changes. Your exact schedule is agreed before offer.

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You'll need to be based in one of the listed countries. We'll confirm the employingarrangement, local benefits and any location restrictions with you before moving to an offer.

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Tell us your location and whether you need visa sponsorship when you apply. We willdiscuss feasibility early; sponsorship and relocation support are not guaranteed.

What you'll earn n

Annual base salary, before tax

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Where you sit in the range reflects the scope you can own and the relevant skills youbring. We discuss this early, using the published band rather than your previous salary.

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All figures are in Australian dollars. Employer superannuation contributions arepaid in addition to the advertised salary.

The benefits Pay worth moving for n

A published salary range for every role. Sales roles show base pay and on-target earnings separately,



so you know exactly what you are considering.

Proper time off n

30 days of paid annual leave, plus the public holidays where you work. Time to switch off, come back fresh and have a life outside work.

Keep getting better n

A GBP 2,000 annual learning budget, or local-currency equivalent, for useful courses, books and conferences. Build skills you can put to work.

Tools that do the job n

A company laptop, the software you need and a suitable workspace setup. Remote roles include support getting your home workspace ready.

Support for your future n

A 5% employer pension contribution for UK employees. Regional retirement contributions and benefits are set out in your local offer.

Room to make a difference n

Own meaningful work, speak directly with the people making decisions and see your ideas reach customers. Explicit priorities and useful feedback.

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The package above is for full-time employees. Local eligibility and benefit differenceswill be set out in your offer. Statutory entitlements apply in the country where you areemployed.

A explicit, practical hiring process n

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- A first conversation. Talk about your experience, the work, location andcompensation.
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- A look at how you work. Respond to two fictional customer enquiries and explain how you would investigate an unfamiliar issue. We'll share the format and expected time beforehand.
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- Meet the team. Discuss the way we'd work together, ask your questionsand review next steps.
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We use role-related evidence to make decisions. Please don't share confidential work orcustomer information. Tell us if an adjustment would help you show your strengths.

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📌 Customer Service Representative (Townsville)
🏢 Jodie
📍 Townsville