Customer Support Specialist

As a Customer Support Specialist at Instant, you’ll be on the front line helping eCommerce brands get up and running, troubleshoot issues, and get the most out of our platform. You’ll work closely with Customer Success, Product, and Engineering as our product evolves, playing a key role in customer satisfaction and retention. This is a high impact role for someone who’s tech curious, eager to learn, and excited to help shape how support scales across thousands of fast growing brands.
Why Instant:Instant is the world’s first AI-powered marketing manager built for ecommerce. Today, we’re quickly becoming the most important piece of technology to help the fastest growing brands on the planet to significantly scale their revenue - on autopilot. We're reinventing how brands bring their lost shoppers back to purchase through AI-powered email and SMS retention marketing. Our ambition is to be just as important and essential as Meta when it comes to helping an ecommerce brand scale.
This is a rare chance to help build a generational company at a true inflection point. Today, we service over 1,000+ of the worlds fastest growing brands like ThirdLove, David Protein, July Luggage and Meshki, with Instant’s products generating over 30% of our customers annualised revenue. We have strong product-market fit, adding more than $1M in ARR every month, 100M’s of shoppers interacting with Instant everyday, and the backing of world-class investors with over $35M raised from Blackbird, Hummingbird and Hubspot. We’re scaling fast.
The work is ambitious, the talent bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched. Instant would be the fastest moving company you’d ever be apart of in your career. So, if you consider yourself ambitious, we invite you to join us!
What you’ll do:Be the first line of support for our customers across live chat and email, solving issues quickly and empathetically.Maintain and expand our technical documentation to help scale our support smarter.Assist with new customer onboarding requests coming in via our help desk, answering technical and product-related questions.Partner with our Customer Success Managers and Onboarding Specialists to troubleshoot issues and support account growth.Spot opportunities to optimise and automate support processes alongside our Head of Customer Success.
About you:A recent graduate or early-career professional with a background or strong interest in Computer Science, AI, or related technical fields.Excellent written and verbal communication skills. You’ll be the voice of Instant.Curious, adaptable, and quick to learn new tools, with a knack for troubleshooting technical issues.Empathetic, resourceful, and proactive, you care deeply about delivering great customer experiences.Excited to grow into bigger responsibilities in automation, customer success operations, or technical enablement.Prior customer support or SaaS/eCommerce experience is a plus, but not required.
We offer a comprehensive benefits package including employee equity, competitive compensation and team lunches. This role is hybrid, based in Surry Hills, 3 days per week (Tuesday, Wednesday, Thursday). All applicants must reside in Sydney with full working rights.