Customer Care Support Agent

Customer Care Support Agent (Part-Time, Remote - Australia) At Atmail, we’re passionate about delivering customer-centric services that create exceptional customer experiences. Our Customer Success team owns the end-to-end onboarding and support journey, helping customers succeed while continuously improving our products and services. We foster a culture built on: Customer-first thinking Engineering excellence Iterative innovation Flexibility and collaboration If you enjoy solving customer problems, working in a fast-paced remote environment, and collaborating with both technical and non-technical stakeholders, we’d love to hear from you. About the Role We’re looking for a Customer Success Support Specialist to provide advanced customer support across billing enquiries, account changes, escalations, and verification requests. In this role, you’ll work directly with customers and internal teams to resolve both simple and complex support issues in a professional and timely manner. Beyond solving problems, you’ll also contribute to improving our processes, documentation, and self-service resources to help customers help themselves. This is a permanent part-time remote opportunity with flexibility for the right candidate. Key Responsibilities Deliver high-quality, efficient, and timely customer support aligned with Atmail’s customer experience standards Resolve billing, account, and technical support enquiries Manage escalated customer incidents and collaborate with internal teams to drive resolution Communicate effectively with customers and internal technical stakeholders Accurately document customer interactions, resolutions, and outcomes Triage and prioritise support requests appropriately Contribute to process improvement initiatives and customer self-service resources Support and guide team members through knowledge sharing and collaboration Maintain compliance with company policies, legal requirements, and ethical standards What We’re Looking For Mandatory Skills & Experience Previous experience in a billing support, customer escalations, or customer service support role Excellent written and verbal English communication skills Proven ability to troubleshoot and resolve customer billing or technical issues Ability to work autonomously in a fully remote and agile environment Strong organisational skills with excellent attention to detail Ability to multitask, prioritise, and meet deadlines Strong collaboration and stakeholder management skills Highly Regarded The following experience will be advantageous: Supporting email services, internet services, or online consumer products Experience with billing platforms such as Stripe, Chargebee, or PayPal Experience using customer support systems such as Zendesk or Amazon Connect Experience working with global teams across multiple time zones Bachelor’s degree in technology, business, or a related field Hours & Flexibility Permanent part-time position We are flexible for the right candidate, this could include hours each weekday or fulltime hours with limited days per week