Senior Customer Service Hero - Global Growth Experiences Start up

Full-time | Hybrid – Chatswood

Apply now with a cover letter — we’d love to hear from you!

Do you love customer service and have a passion for art, craft and cooking experiences? Are you an experienced customer service professional who loves helping people and finding solutions?

We’re looking for an enthusiastic, articulate and people-focused Senior Customer Service Hero to join our team. This is a hands-on role for someone who genuinely loves customer service, thrives in a fast-paced environment and wants to make a meaningful impact on our customers, teachers and team.

ClassBento is a community marketplace for fun workshops, activities and leisure experiences, both in-person and online. We help people switch off, learn new skills, discover new passions and improve their wellbeing.

In a world that’s more connected than ever, stress and burnout are on the rise. Our experiences give people the chance to slow down, get creative and enjoy the simple pleasure of making something with their own hands.

It’s meaningful work, and we’re proud of the impact we have on individuals, teams and small businesses.

This is a hands-on role, ideal for an experienced customer service professional who is a team player and genuinely loves helping others.

As a Senior Customer Service Hero, you’ll be one of the go-to people within the Customer Service team. We expect our Customer Service team to consistently deliver exceptional service, support and coach one another, stay motivated and uphold high service standards across all customer touchpoints.

As well as your day to day tasks, you’ll handle more complex customer enquiries and escalations, support your teammates, share your knowledge and help ensure we consistently deliver an exceptional customer experience.

You’ll work directly with customers via phone and Zendesk, while also helping the wider team stay on track. You’ll be proactive, flexible and always looking for opportunities to improve the customer experience and the way the team works.

This is a full-time role, Monday to Friday, with some flexibility for the right person. The position is hybrid, with a requirement to work from our Chatswood office 2–3 days per week.

• Help maintain our strong customer reputation and 5-star rating across Google and other platforms.
• Provide exceptional day-to-day customer service across inbound channels, primarily email and phone.
• Act as an intermediary between customers and teachers to resolve queries and manage issues or conflicts with professionalism and empathy.
• Act as a senior point of escalation for complex customer or service-related issues.
• Identify opportunities to improve team productivity, processes and the overall customer experience.
• Monitor team reporting and performance against relevant OKRs and targets.
• Work closely with Growth Partners to find fair, win-win outcomes when customer complaints arise.

• Excellent communication skills, both written and verbal.
• Minimum 4 years' experience in customer service or a similar role.
• Enthusiastic, outgoing and confident, with exceptional people skills.
• Adaptable, resilient and comfortable in a fast-paced environment.
• Highly organised with strong attention to detail - you don’t drop the ball.
• A collaborative team player who enjoys supporting and helping others grow.
• Experience working in an office environment, both in-person and remotely.
• Confident managing conflict and able to calmly handle challenging situations without letting them get you down.
• A genuine passion for delivering exceptional customer experiences.
• Experience using helpdesk software such as Zendesk and Aircall, as well as GSuite/Google Workspace.

Conscientious – You take ownership, pride yourself on doing great work and supporting your team.

Open – You value feedback, love learning and are committed to continuous improvement.

Caring – You build empathetic, professional relationships with colleagues and customers alike.

• Experience working in a tech startup.
• Knowledge of online marketplaces.
• Experience mentoring or coaching other customer service team members.
• A genuine love for experiences, arts and crafts.

• Join a talented team making a genuine social impact.
• Competitive salary package
• $500 training budget.
• $1,000 worth of ClassBento experiences each year.
• Flexible office and remote work environment.
• Supportive, positive workplace — rated 5 stars on Glassdoor and Indeed.
• Opportunities to contribute to projects within the Customer Service team and collaborate across other departments as the business grows.



If you’re an experienced customer service professional who loves helping people, thrives on solving problems and wants to be part of a team that genuinely cares about its customers and teachers, we’d love to hear from you.

Job Type: Full-time

Eligibility: Applicants must have full Australian working rights

Salary: $75,000–$80,000 + super