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About the Role
PropertyMe is Australia’s number one property management platform, backed by EQT. Join a growing team in a growing business as we continue to expand into new markets and products. Your work will impact the day-to-day lives of millions of Australian real estate professionals, tenants, and owners. Our Customer Support specialists provide outstanding support to the PropertyMe community, acting as the first point of contact in a dynamic support desk environment. You will be challenged daily, encouraged to think outside the box, and develop an understanding of our customers' real estate needs. This is your chance to be a key contributor to a high-performing team, bringing your experience to help build a supportive, customer-focused culture that champions quality and collaboration. Our support team advocates for customers, providing solutions and essential feedback to product and engineering teams.
Responsibilities
- Act as the first point of contact for inbound support inquiries via phone, email, and chat.
- Respond to customer questions using the PropertyMe knowledge base.
- Triage requests and determine the most appropriate course of action.
- Provide well-composed, grammatically correct email and chat responses.
- Maintain comprehensive notes of customer conversations in Zendesk.
- Support and embrace new customer service initiatives.
- Contribute to support resource development by building and maintaining the knowledge base.
- Create clear and engaging help videos.
Requirements
- Previous experience in Property Management, Real Estate, or Trust Accounting is a must.
- Demonstrated experience providing phone and email support in a high-volume, demanding support center environment.
- Commitment to making timely customer phone calls to resolve issues, provide updates, and ensure a positive customer experience.
- Experience identifying upsell opportunities and recognizing early warning signs of churn.
- Effective troubleshooting and problem-resolution skills.
- Ability to use active listening and questioning techniques to understand customer needs.
- Customer service-focused mindset, acting with customer needs in mind.
- Use critical thinking skills to handle complex customer issues with confidence, patience, and poise.
- Proven organizational and time management skills.
- Familiarity using a ticketing/CRM system; Zendesk experience is advantageous.
Skills
- Customer advocacy
- Written communication
- Verbal communication
- Customer service
- Teamwork
- Adaptability in a dynamic, fast-moving environment
- Willingness to learn
- Active listening
- Problem-solving
- Technology adoption
- Troubleshooting
- Time management
- Organizational skills
Location
- Sydney CBD
Work Type
- Hybrid
- 2 days from office
Experience Level
- Must have previous experience in Property Management, Real Estate or Trust Accounting
- Demonstrated experience providing phone and email support within a high-volume, demanding support centre environment
Benefits
- Nurturing and empowering team
- Hybrid work environment
- Beautiful office in Sydney CBD
- Vibrant culture
- Regular milestone parties
- Job security
About the Company
- National Leader in Cloud-Based Property Management
- Australia's number one property management platform with over 60% market share.
- More than 35,000 real estate professionals rely on PropertyMe daily to manage over 1.8 million properties across Australia and New Zealand.
- Backed by EQT, a global investment firm with deep expertise in technology and vertical SaaS.
- One of Australia's leading PropTech companies.