Customer Support Consultant

AI Job Summary * 3+ years in customer support, customer service, or customer success. * First-point-of-contact support for real estate agencies, including sales and settlement workflow guidance. * Investigate, diagnose, and resolve platform issues and translate insights for Product/Technology.

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Role Type

Permanent • Full-time • Associate

Pay Rate

$65,000 AUD – $75,000 AUD (Annum)

Description

Customer Support Consultant

Trustport is looking to appoint its second Customer Support Consultant to join our team.

This is not a ‘ticket-only’ or ‘script-driven’ support role. We’re seeking a hands-on, customer-first Customer Support Representative to join us as an early team member. You will be the first point of contact for real estate agencies using our platform, assisting them with navigating real-world sales and settlement workflows, troubleshooting issues and helping them get unstuck fast. This role goes beyond answering queries – you will build trust with customers, identify recurring friction and work closely with onboarding, product and engineering to continuously improve both our service and our product. We need someone who will be confident supporting customers through high-stakes, time-sensitive real estate transactions.

About Trustport

Trustport is setting the standard for how money is protected and moved in property. We sit across financial services, payments, and property, and regulation is core to how we have designed the business.

Today, large amounts of client money still flow through agent-controlled trust accounts. They are expensive to manage, difficult to oversee, and increasingly exposed to fraud and compliance pressure. Trustport replaces this with a centralised platform that handles the movement of funds across the property transaction lifecycle, reducing risk and improving transparency for agents, consumers, and regulators.

What you will do

• Customer Support Experience: Own the day-to-day customer support experience for our real estate agencies. Be the first point of contact for product questions, issues, and workflow guidance, ensuring customers feel supported, confident and heard.
• Issue Resolution \& Troubleshooting: Investigate, diagnose and resolve customer issues across the platform. Translate customer-reported problems into clear and actionable insights for our Product and Technology teams, and follow issues through to resolution.
• Customer Communication \& Trust: Communicate clearly, calmly and pragmatically with customers, especially when things are not going to plan. Set expectations, provide timely updates and build long-term trust with agency principals, agents and administrators.
• Knowledge Base \& Support Operations: Contribute to and maintain help articles, FAQs and any internal support documentation. Help define scalable support processes that prioritise speed, clarity and customer outcomes over rigid structure and process.
• Continuous Improvement: Feed any customer insights back to Product, Onboarding and Sales to continuously improve product usability and reduce demand for future support.

What we are looking for

We are seeking a customer-first problem solver with superior communication skills, and an understanding of real estate operations.

• Customer-Centric Mindset: Must genuinely enjoy helping costumers, solving problems and delivering a high-quality service experience. Particularly in high-value, time-sensitive scenarios.
• Startup Mindset: Must thrive in ambiguity, can self-start, and build structure where none may exist. You are pragmatic, adaptable and comfortable wearing multiple hats in an early-stage environment.
• Real Estate \& Settlement Expertise: Must have strong, practical understanding of the real estate transaction lifecycle, and should be comfortable speaking the language of real estate professionals.
• Excellent Communication: An excellent written and verbal communicator, able to explain technical or process-driven issues in simple, practical language.
• Operational Discipline: Must be organised, detail-oriented and able to manage multiple support requests whilst maintaining a high response and resolution standard.

Preferred experience

• 3+ years of experience in customer support, customer service or customer success.
• Background in real estate agencies, conveyancing, settlement services or real estate software support.
• Experience supporting a B2B SaaS product.
• Experience with ticketing systems, knowledge base management and customer communication tools.

Working Arrangements

As an early member of the team, you’ll play an important role in ensuring our customers receive responsive and reliable support throughout the week. This role is expected to work primarily Tuesday through Saturday, providing coverage when many of our customers are most active.

We’re focused on outcomes rather than rigid schedules, so working hours may vary depending on customer needs, transaction activity and business priorities. While you’ll generally work a consistent full-time schedule, some flexibility around start and finish times will be required to support customers effectively.

What we offer

• Early Team Impact: Be an early hire with real influence over how customers experience our product and how our support function scales as the company grows.
• Real Ownership: Opportunity to grow into a senior support, onboarding or customer experience role as the business scales, with potential equity participation over time.
• Impactful Work: Your work will directly disrupt an antiquated, high-risk, and expensive process, creating a safer and more efficient solution for an entire industry.
• Flexibility: We offer a remote-friendly environment, and access to a co-working space and gym membership.