WHO WE ARE Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. Our SaaS platform is used by leaders in Sports, Music & Entertainment to engage, collect and activate fan data so they can market smarter. Based in Richmond, Melbourne, our APAC business has built its reputation across Australia, New Zealand and the Asian region over the past four years, founded on strong partnerships and a service mentality. We work with industry leaders in the sports, music & entertainment space, including the AFL, NRL, NBL, Netball and more. Our headquarters are in Vancouver, Canada, where partners include teams from the NBA, NHL, NFL, and MLB, alongside Live Nation, BMG and many more. This role is based in Melbourne, Victoria (Richmond) and will require some attendance at our office, with occasional on-site visits to customers across the APAC region. WHO YOU ARE You’re a positive, solutions-oriented individual who thrives on meaningful interactions and delivering exceptional customer experiences. Your adaptable nature helps you build authentic, trust-driven relationships with both customers and peers. You embrace challenges with a proactive, problem-solving mindset and are passionate about guiding clients through technical issues while maximising their platform experience. THE ROLE AND WHAT YOU’LL DO As our Customer Support Specialist, you will help maintain and improve our Customer Support Program, including managing Support tickets, monitoring live chat tools, and ensuring our product help guides and videos are up-to-date. You will support our partners with their product issues and help educate them on how to best use our technology to support their business goals. You will be responsible for addressing the needs of customers and ensuring customer satisfaction. This is an exciting opportunity to work with a startup that is undergoing growth, where you will have the opportunity to help expand our Support program from the ground up. You will report to the Director of Customer Success & Support. YOUR RESPONSIBILITIES WILL INCLUDE Master the Tradable Bits Product Become a product expert in a range of Tradable Bits product offerings and deliver this information to customers clearly and professionally. Support customers with their product issues Stay up-to-date on the latest product updates from the development team. Help with proactive QA prep for major product rollouts or changes Manage and Monitor Customer Support Tools Monitor the Support inbox to triage, tag and close tickets accordingly Help HQ team monitor AI Chatbot automation and suggest workflow improvements. Monitor Partner Slack channels and assist Customer Success Managers where needed. Work with HQ to audit Customer Support Ticket activity and trends and share those reports with relevant stakeholders to help improve operational efficiency Contribute to the Customer Education Content Library Assist in the maintenance of the Tradable Help Centre. Working with the Product and Customer Success team, you’ll help us maximise customer adoption. Contribute to the development of written and video recording workflow updates to our Help Centre and internal Knowledge Base content. Helping to drive adoption and mentoring the broader team on use. Assist in reporting on which Help Guides and Chat topics are getting the most traffic and using that data to educate Product and UX/UI designers about possible improvements in the product. Monitor our NPS and Customer Surveys Triaging NPS and Survey feedback from APAC customers to the relevant stakeholders and identifying any at-risk behaviours. Help improve our NPS scores with customers by ensuring excellent customer service SKILLS/QUALIFICATIONS 1-2 years of experience in B2B Customer Support or Customer Success, ideally in SAAS or tech. Basic understanding of CSS, JavaScript, and digital marketing best practices. Organised, detail-oriented, and able to manage multiple projects while meeting deadlines. Strong problem-solving and analytical skills; using an organised and logical approach to find solutions to complex problems. Excellent written and verbal communication, being able to engage with empathy and patience. Professionalism, reliability, and tact in working with diverse stakeholders. A doer. You are proactive, curious, anticipate needs, and suggest actionable solutions. Comfortable learning new systems and technologies Confidence, tact and entrepreneur-level independence BONUS SKILLS/QUALIFICATIONS Previous experience working in a startup or hyper-growth environment. CSS and Javascript Knowledge Basic technical writing skills (making technical content easily digestible) Knowledge of the sports, music or entertainment landscape Familiarity with Slack, Google Suite, Open Project, Hubspot Service or other Customer Support tools. WORK PERKS . Growth opportunities in a fast-paced startup environment. Central Richmond location, 1 minute from the station in a lively and dynamic co-working space with coffee machine, pool table, drinks and snacks. A collaborative, supportive, and dynamic team environment. Flexible work options Tradable Bits celebrates and welcomes people of all backgrounds, cultures, perspectives and orientations. We value diversity in all forms and encourage our people to be their true selves at work every day. We encourage candidates from all and any backgrounds to express their interest in the role and If there is something we can do to help make the recruitment process or the job more accessible, let us know.
