{"id":2956848,"url":"https://alion.io/job/seek-customer-support-officer","title":"Customer Support Officer","company":{"id":49838,"name":"SEEK","domain":"seek.com.au","url":"https://alion.io/company/seek-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["North Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":86000,"period":"year","method":"role_country_seniority_unknown","sample_n":55},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-20T06:56:32Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-25T07:49:18Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About SEEK Pass\nSEEK Pass is a trusted digital passport used by over 5 million people to manage and share their verified identity, credentials and documents. We aim to integrate across the HR ecosystem to provide more value, security and convenience for individuals and organisations in employment processes.\nOur primary use case today is helping job seekers to stand out on SEEK by pre-verifying their qualifications, licences and other credentials so that employers can shortlist them with confidence and speed. We operate as a distinct cross-functional business unit, with integrations into SEEK’s job marketplaces across Asia-Pacific.\nLearn more about SEEK Pass at: https://seekpass.co\nThe Team\nSEEK Pass is a cross-functional scale-up that operates as a business unit in SEEK. Today we employ over ~100 people across software engineering, product, operations, and growth teams in Melbourne, Sydney and Kuala Lumpur. This role is based in Sydney, but occasional brief travel may be required.\nThis role reports to the Core Operations leader and involves working closely within the Operations function while collaborating cross-functionally with teams such as Engineering, Product, Analytics, Marketing and Design.\nWhy this role?\nThis is your opportunity to make digital support feel human.\nWhen someone is trying to verify a qualification, licence or work right, the experience can feel high stakes. A clear answer, a calm explanation or the right next step can make a real difference to their confidence - and sometimes to their opportunity to secure work.\nAs a Customer Support Officer, you’ll be one of the people who makes that experience better. You’ll support our users through email, helping them navigate verification, troubleshoot issues and understand what happens next. You’ll combine empathy with accuracy, use good judgement when the answer isn’t obvious, and make sure complex issues reach the right team with the right information.\nThis isn’t just a role where you close tickets. You’ll help us spot recurring customer pain points, improve our help content and strengthen the way a growing product supports people at important moments.\nMeaningful customer impact: Help people overcome barriers and feel confident using a product that matters\nDigital-first support: Build on your experience supporting customers through email, live chat, messaging or other online channels\nA product that’s growing: Join a fast-moving team where customer insights can directly influence how the product and support experience evolve\nQuality over guesswork: Work in a team that values thoughtful investigation, privacy, accuracy and closing the loop\nA team that will back you: Learn from people across Operations, Product, Engineering, Analytics and more while building capability in a modern technology business\n Respond to customer enquiries through email with clarity, empathy and care\nHelp customers navigate verification and troubleshoot issues across the SEEK Pass experience\nInvestigate issues using approved guidance and available tools, escalating when specialist support is needed\nManage a queue of work while balancing responsiveness, accuracy and customer impact\nRecognise sensitive or urgent situations and follow the right escalation process\nCapture recurring questions and customer insights so we can improve our product, processes and help content\nKeep clear, useful records so customers and teammates receive consistent support\n Experience in customer support or service, ideally through email, live chat, messaging, Zendesk or another digital support channel\nStrong written communication and the ability to make complex information easy to understand\nA warm, calm and respectful approach - especially when a user is frustrated, worried or under pressure\nSound judgement: you know when to investigate independently, when to ask for help and when to escalate\nA reliable, curious and adaptable mindset, with the initiative to learn new processes and products quickly\nThe ability to work accurately in a queue-based environment while managing competing priorities\nYou don’t need to know everything about credentials or identity verification on day one. What matters is that you’re willing to learn, comfortable asking thoughtful questions and committed to doing the right thing for the customer.\nOther Qualifications, Skills and Experience\nExperience in a start-up environment, working with agile software development teams\nExperience operationalising processes and scaling operations\nProficiency in using Zendesk\nRelevant university degree would be advantageous\n At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.\nWe know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.","description_format":"text","description_chars":5319,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Job Boards & Aggregators"],"lifecycle":[{"event":"open","at":"2026-10-20T21:46:38Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.892,"p_room":1,"age_days":4,"expected_fill_days":22,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/seek-customer-support-officer","json_url":"https://alion.io/job/seek-customer-support-officer.json","meta":{"generated_at":"2026-10-25T09:08:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13068,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49838},"rest":"https://alion.io/mcp/rest/get_company?id=49838"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fseek-customer-support-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fseek-customer-support-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fseek-customer-support-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/seek-customer-support-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fseek-customer-support-officer"}]}