Customer Support Advisor

Customer Support Advisor (2IC) - Lead, Support & Make an Impact!

About the Role

We’re seeking a proactive and experienced Customer Support Advisor to provide leadership, guidance and high-quality support across TheirCare’s Customer Support function.

In this hands on and operationally focused role, you’ll act as the second in charge to the Customer Support Manager, supporting day-to-day operations while ensuring service excellence, compliance and consistency across all customer interactions. You’ll lead by example, manage complex and high-risk cases, and support the development and capability of the broader team.

Reporting to the Customer Support Manager, you’ll collaborate closely with internal stakeholders to ensure enquiries are managed efficiently, service standards are upheld and continuous improvements are implemented. Your work will directly contribute to customer satisfaction, operational effectiveness and a positive experience for families across our services nationally.

This is a full-time role located at our Glen Iris HQ with the option for hybrid work.

Key Responsibilities include;

• Manage high-risk, sensitive and complex customer cases, including complaints and escalations.
• Oversee daily workflows, ensuring enquiries, calls and tickets are managed within agreed service levels.
• Support and mentor Customer Support Agents and Coordinators, building capability and consistency across the team.
• Ensure compliance with financial, legal and regulatory requirements, including CCS and billing processes.
• Monitor workload distribution and support business as usual operations during peak periods.
• Maintain accurate and detailed documentation across CRM systems and case records.
• Contribute to process improvements, system enhancements and continuous improvement initiatives.
• Support onboarding, training and development of team members.
• Collaborate with internal teams to ensure consistent communication and service delivery.

About You

This role will suit someone who is confident, solutions focused and experienced in managing complex customer interactions. You are a natural leader who thrives in a fast-paced environment, can make sound decisions under pressure, and enjoys supporting others to succeed. You bring a strong balance of operational expertise, customer focus and continuous improvement mindset.

You will have;

• Proven experience in customer support, administration, or operations (3+ years preferred).
• Experience managing escalations, complaints and high-risk customer cases.
• Strong leadership and coaching capability, with the ability to guide and support team members.
• Advanced problem-solving, conflict resolution, and decision-making skills.
• Strong understanding of compliance, billing processes, or regulated environments (desirable).
• Excellent written and verbal communication skills with high attention to detail.
• Experience working with CRM or ticketing systems (e.g. Freshdesk, FullyBooked or similar).
• Experience in childcare, education, or service-based industries (desirable).

Why work for us?

• Opportunity to step into a leadership position and influence customer experience at scale.
• A collaborative and supportive team environment.
• A values-driven culture that is caring, open, and engaged.
• The chance to contribute to meaningful outcomes for children, families, and communities across Australia.

Who we are

Since 2017, TheirCare has delivered exceptional Outside School Hours Care, enriching communities across Australia. Our programs inspire, engage and nurture children and our people are what set us apart.

At TheirCare, you’ll join a purpose driven organisation that invests in its team and provides real opportunities to grow and make a measurable impact.