Workshop Software is an innovative cloud-based platform that helps automotive workshops manage their operations efficiently. Our solution streamlines booking, invoicing, inventory and customer communication, so businesses can lift productivity and deliver exceptional service to their clients.

Job summary

As our Customer Success & Administration Officer, you are the friendly voice of Workshop Software and the person who keeps our office running. You will take customer calls, handle billing and support enquiries, and capture support issues in precise, reproducible detail so our Level 1 and Level 2 teams can investigate them quickly. You will also look after the Warriewood office and support department managers with day-to-day administration.

This role suits someone who loves talking to people and takes real pride in getting the details exactly right.

Key responsibilities

Customer contact and enquiries

- Be the first point of contact for customers by phone, email and chat, answering every interaction in a warm, upbeat and skilled manner.
- Handle billing enquiries, account questions and general support enquiries, including basic troubleshooting and questions about using our software, through to resolution, or route them to the right team.
- Direct calls to the relevant teams (Sales, Customer Support, Engineering) with a clear summary so the customer never has to repeat themselves.
- Document customer interactions and feedback to help improve our product and services.
- Answer incoming phone calls promptly and make sure you are available to take calls throughout business hours, planning breaks and other tasks so the phones are always covered.




- From time to time you will speak with customers who are frustrated or unhappy. When this happens, listen carefully, talk them through their options and guide the conversation calmly to a positive outcome, escalating where needed.

Support issue documentation

Beyond basic troubleshooting, this role does not fix technical issues, and you do not need a technical background. What matters is being able to follow what the customer did step by step, spot the pattern logically, and relay it clearly to our Level 1 support team so they can investigate without going back to the customer. Accuracy and detail here are critical.

- Record clear screen recordings and screenshots that show the issue as the customer experiences it.
- Write step-by-step replication steps, including the customer, site, user, browser or device, data used, expected result and actual result.
- Confirm the issue can be reproduced (or note clearly where it cannot) before escalating.
- Gather all relevant context up front: error messages, timestamps, affected records and business impact.
- Keep tickets updated so anyone picking them up has the full, accurate history.

Billing and transactions

- Process refunds, credits, adjustments and other transactions in our billing system with complete accuracy.




- Work confidently across multiple billing systems, cross-checking records so they reconcile.
- Record detailed notes against every transaction, leaving a clear paper trail of what was done, why, and who approved it.
- Flag discrepancies or unusual billing activity to the relevant manager promptly.

Ticket triage and pipeline monitoring

- Triage incoming tickets, checking they are categorised, prioritised and assigned correctly.
- Keep a close eye on the support pipelines to make sure tickets are accurate, up to date and moving.
- Identify and notify the support team of anomalies, such as spikes in similar issues, stalled tickets, missing information or misrouted requests.

Office management

- Open and look after the Warriewood office so it is tidy, stocked and running smoothly.
- Check and distribute incoming mail, and manage outgoing mail and couriers.
- Keep shared spaces in order, including unstacking the dishwasher and keeping the kitchen tidy.
- Manage office supplies, place orders when needed and liaise with service providers on equipment maintenance.
- Book travel and accommodation for team members as required.
- Help coordinate company meetings, events and team building activities.

Administration support for department managers

- Assist department managers with administration tasks such as scheduling, document preparation, data entry and record keeping.
- Support the CEO with scheduling, appointments and travel arrangements.
- Help with onboarding new employees.
- Act as a connector between departments s

📌 Customer Success (Warriewood)
🏢 Workshop Software Services
📍 Warriewood