Customer Support and Onboarding Specialist

Customer Support and Onboarding Specialist

Location: Hybrid, ideally based in Melbourne, Sydney, or Auckland. We work out of shared co-working spaces, minimum 3 days per week in person

Type: Full-time

Reports to: CEO / Co-founder

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This isn't a ticket-closing role. It's a customer-keeping role.

You'll be the person who makes sure the builders who trust us with their projects never feel stuck. When something breaks, you fix it fast. When a new customer signs, you're part of the crew that gets their workspace stood up and ready. Our customers are hands-on builders running real projects, and they expect the same energy from us. Earning customer love is what drives everything we do.

Deep Space is the operating system for mid-sized commercial builders across Australia and New Zealand. One connected platform that replaces the duct-taped mess of spreadsheets, disconnected tools, and manual processes that slow construction teams down. From tender through to final claim, everything in one place.

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What the role actually looks like

You own the support queue and the workspace setup pipeline. When a customer hits a problem, you triage it, reproduce it, fix what you can, and escalate what you can't, then close the loop with the customer properly (a quick call and a follow-up email with screenshots, not a silent ticket close). When a new customer comes on board, you spin up and seed their workspace, configure their forms in DS Site (our phone app used on site), and get everything ready for the onboarding team to run training.

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Day to day, you'll be:

• Owning the support inbox: triaging, resolving, and escalating customer tickets

• Spinning up and seeding new customer workspaces in Deep Space (directories, company details, logos, form registers)

• Configuring DS Site forms: site inductions, checklists, QR code access, automated notifications

• Troubleshooting issues (forms not sending, notification gaps, access and permissions) and documenting fixes so the whole team gets smarter

• Working across the whole business: day to day with support and onboarding, with our developers on escalated bugs, and with sales as new customers land

• Keeping our systems current. HubSpot for tickets and customer records, Linear and Jira with the dev team. If it's not in the system, it didn't happen

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Who this role is for

You get a genuine buzz out of solving someone's problem and hearing the relief in their voice. Our customers aren't software people, they're builders, and you're patient, clear, and never make anyone feel dumb for asking.

You're a self-learner. You've already taught yourself new platforms, watched the tutorials, broken things, and figured it out before anyone asked. You pick up new systems quickly and don't need things explained twice.

You already use AI tools daily. Not experimenting. Actually using them to work smarter and move faster. That's the baseline here.

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What you bring

• Strong written and verbal communication across every level, from site foremen to directors

• Deep comfort with SaaS platforms and the ability to teach others without dumbing things down

• Organised and reliable with real follow-through, comfortable juggling several customers at once

• Curiosity that makes you dig into the "why" behind an issue rather than just patching the symptom

• No hard technical background required. Exposure to SaaS, customer service, or construction is a bonus. Familiarity with HubSpot, Linear, or Jira is a plus

• The confidence to take extreme ownership. You don't pass the buck or wait for a playbook

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What you won't find here

Layers of approval. Internal politics. Slow decision-making. We're a small team that punches well above our weight. Everyone wears multiple hats, ships fast, and iterates quickly. If you need hand-holding through ambiguity, this isn't the place. If you want to be close to the product, close to the customer, and close to the decisions that shape the company, it is.

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What we value

Earn Customer Love. Ask Why. Extreme Ownership. Do More With Less. Bring The Right Energy. Be A Good Human. These aren't wall decorations, they're what we hold each other to.

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Why this role is different

You're joining early, ground floor of a construction technology platform going directly at the incumbents in the ANZ market. The problems you find in the support queue on Tuesday get discussed with engineering on Wednesday. That loop is real and it's fast. And with KAI, our native AI project intelligence, being built directly into the platform, you'll have a front-row seat to where construction technology is heading.

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How we hire

We hire slowly and deliberately. Most of our roles have a "show me" component. We want to see how you think and move, not just what's on your CV.

If this sounds like you, reach out directly to Ricky Sevta on LinkedIn.

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