Hotels, resorts and holiday parks run on RMS, and when something goes wrong, someone has to help. That's you: supporting everyone from the front desk to the people running the business, at a modern SaaS company where you can work flexibly, keep learning and grow.

The prospect

RMS is growing across APAC, and more properties rely on us every day. You'll be their first point of contact: solving problems, teaching them to get more from RMS, and passing what you hear to Product.

Why you'll enjoy this role

Real impact. You see the result of good support straight away.

Always learning. Product knowledge and development are part of the job.

Your voice reaches Product. Customer feedback shapes what gets built and fixed.

What you'll take on

- Resolve customer inquiries quickly, ideally at first contact.

- Coach customers on features, updates and best practices.

- Escalate complex issues to senior colleagues with the detail they need.

- Share customer feedback and recurring issues with Product.

- Keep building your product and industry knowledge.

The team you'll join

You’ll report to the APAC Support Manager and work with Product, Sales, technical support and our onboarding teams.

What you'll bring

You’ll likely have:

- Proven experience in a customer-facing role.

- Strong troubleshooting skills and a customer-first approach.

- Clear communication, and the knack of simplifying complex topics.

- Empathy and patience, and the ability to prioritise in a fast-paced environment.

- A record of hitting KPIs such as first-response times, CSAT and product adoption.

Experience with RMS or another property management system is highly regarded, but it isn’t essential.

How we work

Every RMS role sits within one of our work modes: a flexible, trust-based, outcomes-focused framework with meaningful flexibility and remote working.

For this role,



you'll work within our Region-Based mode, hybrid from Melbourne, with travel to customers when needed.

We're async-first, using tools like Slack to stay connected across locations and time zones. We also expect everyone to build AI fluency relevant to their role and use it thoughtfully to work better.

Life at RMS

RMS is a global hospitality technology company helping operators run better businesses and create better experiences for their guests.

We're ambitious about where the product and business are going, and the way we work continues to evolve alongside them.

A few things worth knowing:

- We value ownership. You’ll have room to make decisions, and we expect people to take responsibility for moving things forward.

- Not everything comes with a playbook. We're continuing to improve our products, processes and ways of working. You’ll sometimes need to create clarity rather than wait for it.

- We stay curious. Whether it’s AI, new technology or simply a better way of solving an old problem, we want people who are willing to experiment, learn and share what works.

- We’re global. You’ll work with people, customers and partners across multiple regions, so thoughtful communication and collaboration matter.

- We care about outcomes. Ideas are valuable, but turning them into something that improves the experience for our customers, our teams or our business is what really counts.

And you can be yourself here. We’re an equal opportunities employer, made up of people with different backgrounds, experiences, personalities and perspectives. That mix makes better ideas and better products for customers all over the world, and it means there isn’t one type of person who fits at RMS.

Our values are simple: Committed to customer. Honest words, trusted actions. Push boundaries, stay curious. Own it, make it happen.

What's in it for you

Alongside meaningful ownership, flexible ways

📌 Customer Support Representative (Melbourne)
🏢 RMS Cloud
📍 Melbourne