The Role: Customer Support Agent As a Customer Support Agent at Ailo, you’ll be part of a high-performing team dedicated to delivering an outstanding customer experience. You will work across multiple functions to resolve a wide range of support issues for our diverse user base, including property managers, tradespeople, renters, and homeowners. Your work will encompass proptech and fintech and you will play a pivotal role in problem-solving and ensuring customer satisfaction. We are looking for enthusiastic individuals who are passionate about transforming the industry and contributing to Ailo’s ambitious goals. Key Responsibilities: Deliver timely and effective resolutions to customer enquiries via phone, email, and chat, ensuring a seamless support experience. Troubleshoot and resolve technical and operational issues, minimising disruptions for users. Take ownership of customer cases, driving them to resolution with efficiency and care. Identify recurring issues and provide insights to improve support processes, enhance service delivery and prevent future problems. Collaborate with internal teams to escalate and resolve complex cases, ensuring swift and thorough resolutions. Maintain comprehensive case records with clear documentation to enhance knowledge-sharing and support consistency. Gather customer feedback and share insights with product and engineering teams to improve the customer experience. Consistently meet or exceed key performance metrics and identify areas for ongoing development. Personal Attributes: Exceptional customer service mindset with a genuine desire to help customers succeed. Ability to build rapport quickly, even in challenging situations. Strong analytical and problem-solving skills to identify root causes and resolve issues effectively. Comfortable managing multiple priorities in a fast-paced environment. Self-motivated, proactive, and results-driven. Excellent time management skills with the ability to work independently and collaboratively. Confidence to suggest and implement process improvements based on feedback. Professional Attributes: Knowledge of the Australian property management industry (highly desirable). Experience with payment processing and/or payment platforms is an advantage. Previous experience in B2B & B2C application support, ideally for a technology or software product. Strong communication skills, both verbal and written. Understanding of quality systems, complaint handling, and document control. Familiarity with help desk tools (Zendesk preferred but not essential). Ability to thrive in a fast-paced, dynamic environment with competing priorities. 2 years of experience in B2B and B2C customer support.
