About hipages:

We're a proudly Australian ASX-listed tech company, and our platform is the number one way for homeowners and tradies to connect for all things home improvement. Inspired and driven by our purpose of transforming the trade industry, building better lives for everyone, we are powered by a 350-strong team across Australia, New Zealand, the Philippines and Vietnam.

Certified as a Great Place to Work, and recognised by WORK180 as #1 Employer for Women, we offer meaningful, impactful work, collaborating and innovating with the best and brightest in a transparent, supportive and fast-paced work environment.

About the role:

As Senior Trade Support Representatives, we play a vital role in enabling tradies to succeed. We leverage our extensive customer service experience to assist our tradies in navigating our products, expanding their businesses, and building trust with their customers. Collaborating closely with our internal teams, we provide product feedback that influences how hipages evolves to meet the needs of tradies. Our expertise across all aspects of hipages makes us the go-to contact for other teams within the business.

Why join our support team?

• Hybrid working model - 50% work from home
• Competitive salary, benefits and perks, plus equity via our Employee Share Program
• In-house Talent Development team to support your personal and career growth
• Achieve results in an agile team, flat organisational structure
• One team culture with our teams in Australia, New Zealand, the Philippines and Vietnam.

How you will add value:

• Provide exceptional customer service.
• Serve as the main point of contact for inbound, outbound and escalated calls.
• Respond promptly to call-backs, emails, social media, online reviews and chats with comprehensive solutions within service level agreements.
• Address customer complaints with a focus on first-contact resolution.
• Collaborate with other departments to exceed client expectations.
• Proactively identify client needs to build and strengthen relationships.
• Support internal teams.
• Develop in-depth product knowledge across multiple suites.
• Utilise multiple systems effectively.
• Maintain reliability and punctuality as a crucial member of a small, dedicated team.

About you:

• Strong written and verbal communication skills, maintaining composure under pressure.
• Proven ability to think critically and solve problems quickly in a dynamic setting.
• Must possess conflict resolution skills.
• Demonstrates high emotional intelligence and resilience.
• Proactively anticipates client needs to provide excellent customer support.

Take a look inside our home:

Offering an inspirational ‘home away from home’, our commitment to being a Great Place to Work means you will feel comfortable being your authentic self and get to do your best work everyday. Our medium company size means you get the best technology and tools to work with AND get to directly contribute to our product, service and/or customers. Our investment into continuous career development for everyone and a coach-style of leadership means a huge 85% of our team report they consider their direct leader ‘a great leader’!

Sounds good? Wait, there’s more! We also provide:

• A close-knit, diverse, respectful, collaborative teams that love to solve problems and jump on new opportunities;
• Agile, cross-functional teams who value teamwork - from Hackathon to team off-sites, to product roadshows, you get to experience it all;
• Competitive salary and benefits (including additional paid leave for birthdays, volunteering, service anniversaries and parental leave), plus our Employee Share Ownership Program means we’re all owners of hipages;
• Daily continental breakfast, fresh fruit and healthy snacks;
• Inspiring home-away-from-home office and location - based in the heart of Sydney CBD, only a few steps from Town Hall and Gadigal stations, with multiple indoor and outdoor collaboration and social areas;
• High-touch personalised investment in your continuous career development;
• Social connection focus: Friday socials, company events and regular and fun teaming activities -we work hard but play hard too!

We prioritise Diversity:

Innovation & Collaboration are two important core values at hipages which both cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and/or a leader. We have been endorsed by Work180 for our commitment to advancing women’s careers and are proud of our diversity of cultures, age span and sexual orientation/identification. 

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role and the hipages team, we encourage you to apply, we would LOVE to hear from you! 

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

#LI-DS1 #LI-Hybrid