Senior Support Specialist

Senior Support Specialist - HR Tech

Sydney | Hybrid | $95,000-$115,000 + super | Permanent

Join a growing Australian HR technology business and take ownership of complex support across its enterprise and government client base.

This is a great opportunity for an experienced support professional who enjoys solving challenging client issues, improving processes and helping a growing team deliver an exceptional customer experience.



The opportunity

Referoo provides pre-employment verification services, including automated reference checks, background checks, identity verification, right-to-work checks and qualification verification.

As the Senior Support Specialist, you'll act as a senior escalation point for enterprise and government clients while working closely with Account Management, Product and Technology. You'll also help manage and optimise AI-assisted support tools within Freshworks.

This is still a hands-on position, so you'll be comfortable jumping into the ticket queue and supporting the wider team when volumes are high.



What you'll be doing

• Supporting enterprise and government clients with complex or escalated enquiries
• Providing clear, responsive and professional service across multiple support channels
• Working closely with Account Management to deliver a seamless client experience
• Handling enquiries relating to police checks, identity verification, qualifications and right-to-work checks
• Reviewing identity documentation as part of the police-check process, with full training provided
• Ensuring sensitive and compliance-related enquiries are handled accurately
• Taking ownership of Freshworks' AI functionality, including training, accuracy monitoring and ongoing optimisation
• Providing guidance and escalation support to frontline team members
• Improving internal documentation, SOPs and knowledge-base content
• Identifying recurring issues and opportunities to improve support processes
  
  

What we're looking for

• At least three years' experience in senior customer support, client success or support operations
• Confidence managing complex or high-stakes client interactions
• Strong written and verbal communication skills
• Experience supporting enterprise clients, key accounts or senior stakeholders
• The ability to work independently and manage competing priorities
• Excellent attention to detail when handling sensitive information
• Experience using Freshdesk, Zendesk, HubSpot or another helpdesk or CRM platform
• Sydney-based availability for a hybrid working arrangement

Experience in HR technology, recruitment, background screening, government or another compliance-sensitive environment would be highly regarded. Exposure to Freshworks products or AI-assisted support tools would also be valuable, but no coding experience is required.



What's on offer

• $95,000-$115,000 + super, depending on experience
• Permanent position with a growing Australian technology company
• Hybrid working, with two to three days per week in the Sydney office
• Monday and Thursday as core office days
• Genuine ownership and the opportunity to shape how the support function develops
• Full product, platform and compliance training
• Collaborative, low-ego team environment
• Clear scope to grow as the enterprise and government client portfolio expands

If you're an experienced support professional looking for greater ownership, more complex client work and the chance to help shape a growing support operation, apply now for a confidential discussion.