Customer Support Specialist

Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes.

 

Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.

A day in the life

As a Customer Support Specialist at PEXA, you’ll be the friendly, knowledgeable voice our customers rely on, whether they’re conveyancers, lawyers, or financial professionals.

You’ll start your day by checking incoming emails and calls, jumping straight in to resolve issues and keep customers informed every step of the way. You’ll guide users through processes, share practical tips, and often turn questions into quick, helpful training moments. When something needs deeper investigation, you’ll partner with Level 2 and other internal teams, ensuring every issue is followed through and resolved to a high standard.

Your day will move between problem-solving, communication, and collaboration, from helping a customer navigate a workspace to working through more complex enquiries. It’s fast-paced, but genuinely rewarding, especially when you turn a challenging situation into a great experience.

You’ll work in a supportive hybrid setup, and your first eight weeks include hands-on training to build your confidence and capability. You’ll also be part of a rotating roster between 8:30am and 6:30pm, offering flexibility while keeping support running smoothly.

About the role

This role exists to deliver exceptional first-line support to PEXA customers, ensuring every interaction builds trust and confidence in our platform.  As a Customer Support Specialist, you’re a key part of the frontline experience. You’ll be resolving customer queries, troubleshooting issues, and keeping digital property settlements running smoothly across Australia.

Key capabilities for success include:

• Multi-channel support & SLA ownership – managing enquiries end-to-end and keeping things on track
• Customer communication & experience – delivering clear, empathetic support, even in challenging situations
• Technical & system proficiency – Comfortable working across multiple systems (Salesforce CRM, Genesis etc.)
• User training & stakeholder collaboration – guiding customers and partnering with internal teams to solve more complex problems
• Adaptability: Thrives in a fast-paced, evolving environment with competing priorities.

Success in your first 6–12 months looks like:

• Build strong relationships with your teammates and PEXA customers.
• You’re confidently managing a mix of live calls, and email enquiries, achieving high customer satisfaction scores.
• You’re trusted to take ownership of issues from start to finish, escalating when needed.
• You’ve developed a solid understanding of PEXA’s platform, systems, and customer needs.
• You’re developing subject matter expertise and exploring pathways in line with your career development.