Customer Support Specialist

AmazingCo creates and delivers real-world experiences across Australia and around the world: Mystery Picnics, bar hops, kids’ birthday parties, wine tours, corporate team days, date nights and more.

Our mission is to help people live more fulfilling lives, and every booking we support is someone planning a moment that matters to them.

We’re looking for a part-time Customer Support Specialist who is calm under pressure, enjoys solving problems and knows how to make customers feel genuinely looked after.

This role follows a set five-day roster, with the intention to introduce additional hours as we enter peak Summer period. There may be some flexibility in these hours, feel free to ask us when you apply:

• Tuesday, 2pm to 4pm
• Wednesday and Thursday, 9am to 12pm
• Saturday, 8am to 4pm
• Sunday, 12pm to 4pm

Weekend availability is essential, as this is when many of our experiences take place and customers are most likely to need immediate support.

In return, you’ll have Monday and Friday off each week, with a consistent roster you can plan around.

Customers come to us at every stage of their experience, but a key part of this role begins after the experience has taken place.

You’ll speak with customers who have shared feedback, raised a concern or felt that their day did not live up to what they expected. Your job is to understand what happened, take ownership of the conversation and find a thoughtful resolution that helps rebuild their trust in AmazingCo.

This is not about sending a standard apology or immediately offering compensation. It’s about listening properly, asking the right questions and working out what would genuinely make the situation better for that customer.

You’ll also support customers before and during their bookings, helping them make confident decisions and solving problems when plans change unexpectedly.

• →Support customers across phone, email and chat
• →Answer questions and assist with bookings
• →Help customers resolve unexpected issues before, during or after their experience calmly, confidently and efficiently
• →Manage multiple enquiries and follow each one through
• →Work closely with the wider team to deliver a smooth customer experience
• →Share recurring feedback and opportunities to improve how we support customers
• →Turn post-experience feedback into a chance to win customers back, using thoughtful solutions

We care less about where your problem-solving skills came from and more about whether they’re there.

That might look like:

• A background in hospitality, retail or travel where customers relied on you to find a solution
• Experience in events, weddings or group bookings where plans changed and you kept things moving
• A customer-facing role where people brought you the difficult questions because they trusted you to handle them
• Any environment where staying calm, communicating clearly and taking ownership mattered

If you’re usually the person people turn to when something needs sorting out, this could be the right role.

• A natural communicator who can build trust quickly, on the phone and in writing
• A calm and practical approach when customers are disappointed, stressed or frustrated
• Someone organised enough to manage multiple open enquiries without letting anything drop
• Comfortable making decisions independently and knowing when to ask for support
• Genuine enthusiasm for experiences, bringing joy to people’s lives and helping people make the most of their plans
• A strong sense of ownership and follow-through

• A genuinely warm and high-performing team - Melbourne HQ plus a connected global team
• Dog-friendly Abbotsford office, free street parking, easy public transport access
• Staff discounts across our experience range
• A values-driven team that takes culture seriously
• Real progression if you want it - we hire and promote on potential

Send your resume and a cover letter telling us about a time you handled an unexpected customer situation, solved a difficult problem or helped turn a frustrating experience around.

Tell us what happened, how you approached the conversation and how you decided what to do next.

We want to understand how you think, communicate and take ownership, not just what’s on your CV.

Applicants must have full working rights in Australia.