Job Description
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Customer Experience Officer
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Be part of something bigger. At HERO, your work isn't just customer service; it's helping save lives. As part of our team, you'll be the first point of contact for people learning life-saving skills through HERO, and you'll also support Tiny Hearts, our sister company dedicated to helping parents protect their little ones.
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This is a great opportunity for someone early in their career who loves helping people and wants to grow in a supportive, purpose-driven environment.
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Here, you'll enjoy flexibility with one WFH day each week, monthly RDOs, and a culture that celebrates its people: think team days, epic conferences, inspiring leaders, and Christmas parties that everyone looks forward to.
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The Role
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As our Customer Experience Officer, you'll be the heartbeat of our customer interactions. Your mission: make every customer feel valued, understood, and supported. You'll play a pivotal role in ensuring our service delivery is world-class, contributing to continuous improvement and helping shape our customer experience strategy.
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Examples of day-to-day tasks include:
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Responding to customer enquiries via phone, email, and chat
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Helping customers with bookings, course information, and general questions
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Supporting HERO + Tiny Hearts customers
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Learning our systems and processes to deliver a smooth,



friendly experience
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Administration tasks
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We'll provide training and ongoing support to help you succeed.
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About You
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You'll thrive in this role if you are:
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Obsessed with delivering above-and-beyond service
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A natural problem solver who can think on your feet
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An exceptional communicator who engages confidently with all kinds of customers
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A collaborative team player who thrives in a fast-paced environment
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Highly organised with solid time management and attention to detail
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Patient, empathetic, and an active listener
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Comfortable on the phone, quick on a computer
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Why Join HERO?
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Flexibility: Enjoy one work-from-home day each week to balance life and work.
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Impact: Every day, your work helps save lives. That's purpose you can feel proud of.
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Culture that celebrates you – Led by inspiring female leaders, we're a team that supports, uplifts, and celebrates together. Think regular team days, epic conferences, special activities, and unforgettable Christmas parties.
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Monthly RDOs, plus we shut down over Christmas and New Year so you can recharge.
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Growth & recognition: Opportunities to learn, develop, and advance, while being recognised for the work you do.
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📌 Customer Experience Officer (Melbourne)
🏢 Hero Head Quarters
📍 Melbourne