This is a Product & Customer Success (Founder Support) role with SupplyScope based in Crows Nest, NSW, AU

== SupplyScope ==

Role Seniority - junior, mid level

More about the Product & Customer Success (Founder Support) role at SupplyScope

Product & Customer Success (Founder Support)

Help customers succeed. Use what you learn to build a better product.

Retailers and brands spend billions developing, sourcing and selling products, yet much of the work behind every product is still manual. Product data lives across spreadsheets, emails, supplier portals and disconnected systems. Teams spend countless hours chasing suppliers, reviewing documents, checking compliance requirements and preparing products for sale.

SupplyScope changes that.

We’re building the AI Operating System for Product Operations, giving retailers and brands a single workspace where AI agents work alongside product, compliance and merchandising teams to automate the repetitive work behind every product.

Today, our platform manages millions of products across global supply chains for leading retailers in Australia and Europe. Our AI agents read technical documents, enrich product information, verify compliance and engage suppliers, helping teams launch products faster with greater confidence.

About The Role

You’ll work directly with customers to understand their workflows, help them get value from SupplyScope, and turn that experience into practical product improvements. You’ll then help take those improvements from discovery and requirements through design, sprint delivery and customer adoption.

Working closely with the founder and engineering team, you’ll have real exposure to how an enterprise AI company builds and grows. One day you might be onboarding a customer or mapping a workflow; the next, prototyping a feature, refining requirements or keeping a sprint moving.

What You’ll Do

Customer success and management

- Build trusted customer relationships and understand each customer’s goals, stakeholders and day-to-day operations.
- Guide onboarding, setup, training and product walkthroughs, helping customers reach useful outcomes quickly.
- Manage check-ins, expectations, follow-ups and issues, with explicit owners and realistic timelines.
- Monitor usage and adoption, spot friction or risks early, and coordinate support with the team.
- Create practical guides and help content, and close the loop with customers when improvements ship.

Product Discovery And Requirements





- Run customer conversations and workflow reviews to understand the problem behind a request.
- Bring together feedback across customers, identify patterns and help prioritise improvements with the founder and engineers.
- Turn ideas into clear requirements, user stories and acceptance criteria, including relevant edge cases and success measures.
- Keep the backlog organised and connect proposed work to customer outcomes.

Product design and prototyping

- Map user journeys and create wireframes, flows and interactive prototypes using Figma or similar tools.
- Test ideas with customers and the team, gather feedback and refine the experience before development.
- Explore how AI agents and human judgement can work together in real product, compliance and supplier workflows.
- Help test completed features against requirements and confirm that they solve the original problem.

Sprint management and delivery

- Help plan and coordinate sprints with the engineering team, keeping priorities, scope and acceptance criteria clear.
- Track progress, dependencies and blockers; follow up on actions and surface trade-offs early.
- Support backlog refinement, sprint reviews, release preparation and customer communications.
- Check adoption and feedback after launch so the next iteration is informed by real use.

Founder support

- Work directly with the founder on product priorities, customer preparation, demos and presentations.
- Turn discussions into structured plans, decisions and follow-ups, and keep key SupplyScope initiatives moving.

We’re Looking For Someone Who

- Has experience in product, customer success, SaaS, consulting, operations or another customer-facing role. Around 1–3 years’ experience is a useful guide; strong graduates with relevant practical work are also welcome.

- Can build customer relationships, ask thoughtful questions and communicate clearly with both customers and technical teams.
- Can translate an ambiguous problem into structured requirements and a practical plan.




- Has hands-on experience with product design or prototyping, and can show how they developed and improved an idea.
- Is organised, follows through, and can manage competing priorities without losing track of customer commitments.
- Is curious about AI and comfortable learning new systems, testing ideas and taking ownership.

Experience with sprint planning, Jira, Figma, CRMs or similar tools is useful. Familiarity with retail, ecommerce, supply chains or physical product workflows is a bonus.

You don’t need to have done every part of the role already; curiosity, judgement and evidence of practical execution matter. Why SupplyScope?

You’ll work directly with the founder and a small team where your contribution is visible. You’ll see the customer problem, help shape the solution and follow it through to real-world use. It’s an opportunity to build depth across product and customer success while working on AI, enterprise workflows and the operations behind everyday products.

Full-time. Hybrid, based in Crows Nest, NSW.

About SupplyScope

SupplyScope is the AI Operating System for Product Operations. We help retailers and brands centralise product, supplier and compliance information while deploying AI agents to automate product enrichment, supplier collaboration and compliance workflows.

Our platform supports millions of products across global supply networks and is trusted by leading retailers in Australia and Europe. We’re VC-backed and were recognised as one of the Australian Financial Review BOSS Most Innovative Companies.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the SupplyScope team will be there to support your growth.

? Please consider applying even if you don't meet 100% of what’s outlined ?

Key Responsibilities

- ? Building customer relationships
- ? Managing product improvements
- ? Supporting founder initiatives

Key Strengths

- ? Customer success and management
- ? Product discovery and requirements
- ? Product design and prototyping
- ? Sprint planning
- ? Retail and ecommerce knowledge
- ? AI curiosity

Why SupplyScope is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to than just your resume. A Final Note: This is a role with SupplyScope not with Hatch.

📌 Product & Customer Success (Founder Support) (Crows Nest)
🏢 Hatch
📍 Crows Nest