Role Description The Customer Support Representative serves as the frontline point of contact for retail agents and broker partners on the iBynd + SEMSEE platform, delivering timely, effective, and empathetic support across all inbound channels. This individual is responsible for resolving technical and platform-related inquiries, triaging escalations, and ensuring every partner interaction reflects the highest standards of service. The Customer Support Representative partners closely with the Customer Success, Product, and Operations teams to surface recurring issues, drive resolution, and contribute to a continuously improving support experience. This is a role for a detail-oriented, service-first professional who takes ownership of problems and thrives on turning a frustrated partner into a loyal advocate. REMOTE Duties and Responsibilities - Inbound Support & Ticket Management - Serve as the primary point of contact for agent and broker partners submitting support requests via email and phone—managing a high-volume ticket queue with accuracy and urgency. - Diagnose and resolve platform, submission, login, and workflow issues in a timely manner, ensuring partners receive clear, actionable guidance at every step. - Document all interactions, resolutions, and escalation paths accurately in the CRM and ticketing system, maintaining clean records that support team visibility and reporting. - Triage and escalate complex or high-priority issues to Product or Operations teams, following defined escalation protocols and ensuring seamless handoffs. - Partner Experience & Relationship Support - Build rapport with retail agents and broker partners through consistent, professional, and empathetic communication that reinforces confidence in the iBynd + SEMSEE platform. - Follow up proactively on open issues, keeping partners informed of status updates and resolution timelines without waiting to be asked. - Identify patterns in partner feedback and recurring pain points, synthesizing insights for Customer Success and Product teams to inform platform improvements. - Contribute to maintaining and improving partner-facing support resources, including help articles, FAQs, video walkthroughs, and onboarding guides. - Platform Knowledge & Training Support - Develop and maintain deep functional knowledge of the iBynd + SEMSEE platform, including submission workflows, appetite tools, quoting processes, and user account management. - Participate in product update briefings, internal training sessions, and beta testing initiatives to stay current on platform changes and new feature releases. - Support the delivery of partner-facing training sessions and webinars as a co-presenter or technical resource when needed. - Operations & Cross-Functional Collaboration - Maintain up-to-date and accurate partner records, issue logs, and resolution notes in the CRM system to support team-wide transparency and historical tracking. - Collaborate with underwriting, operations, and product teams to resolve submission and appetite-related questions escalated on behalf of partners. - Prepare and contribute to regular reporting on ticket volume, resolution rates, response times, and partner satisfaction metrics. - Participate in team huddles, process improvement discussions, and initiatives that strengthen the overall support function. - Other duties as assigned. Qualifications - 2+ years of experience in customer support, technical support, or a client-facing service role, with a demonstrated track record of resolving complex inquiries and managing partner or customer relationships. - Strong verbal and written communication skills—able to explain technical concepts clearly to non-technical users and maintain a professional, helpful tone under pressure. - Proficiency in CRM and ticketing systems (Salesforce, HubSpot, Zendesk, or equivalent) with a disciplined approach to record-keeping and follow-through. - Exceptional attention to detail and organizational skills, with the ability to manage multiple open tickets, partner relationships, and priorities simultaneously. - Proficiency in Google Suites, including Excel, Word, and PowerPoint (or equivalent Google Workspace tools). - Ability to learn and navigate SaaS platforms quickly, and comfort explaining digital workflows to users with varying levels of technical proficiency. - A genuine service orientation—committed to solving problems, following through on commitments, and leaving every partner interaction better than you found it. Preferred - Property and Casualty insurance industry experience strongly desired; familiarity with commercial lines, wholesale distribution, or the retail agent/broker community is a significant advantage. - Experience working at or with a wholesale broker, MGA, insurtech platform, or carrier in a customer-facing support capacity. - Familiarity with submission workflows, appetite tools, and the commercial insurance quoting process. - Experience building or maintaining self-service support content including knowledge bases, help articles, or user guides. - Comfort working in a fast-paced, evolving environment where products, processes, and priorities shift quickly—and the ability to adapt without losing service quality. - Comfort navigating and explaining SaaS or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus.

• Support travellers in real time • Manage requests and unexpected situations • Ensure excellent service throughout their journey

• Responsible for all areas of customer service regarding research and resolution of telephone inquiries from members or patients. • Handle incoming calls to effectively address issues related to member eligibility, plan prescription benefits, and claim payment issues or patient services needs. • Update billing information, establish payment plans, resolve payment inquiries, or assist with patient scheduling. • Provide quality service and customer satisfaction through effective communication and education.

Customer Support Manager - Make an impact leading a collaborative, supportive team delivering great customer experiences daily! - Work across multiple leading property brands impacting millions of users! - Full time permanent role based in Sydney We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we're proud to have been named in Australia's "Top 5" Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women. Where the team fits in The Customer Solutions & Operations team reports through to a broader function called the Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning. Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including - customer onboarding, product fulfilment, help & support, feedback management, credit and payment solutions. The Customer Support Manager is responsible for leading a team to deliver service excellence to REA customers and consumers. The Customer Support team provide an end-to-end experience, delivering best-in-class support for a broad range of products and technical troubleshooting. What the role is all about - Leading and coaching the team to deliver customer service excellence that drives brand advocacy and loyalty; working across the business to remove roadblocks - Connecting the team to purpose and strategy, ensuring they understand the meaning and contribution of their role - Empowering the team with performance data, feedback and quality conversations to support their development and progression - Understanding the metrics that matter and optimising how they are used to improve team productivity, efficiency and quality - Leading continuous performance improvement, of both people and processes, with the ultimate goal of driving customer value - Actively manage operations and work with the Customer Support leadership team to optimise the workforce to meet customer expectations for timeliness and quality of service - Effectively managing operational risk in your area of responsibility, ensuring risks are proactively identified and effectively controlled. Who we're looking for - Runs on the board: Experience in a customer service and/or operational environment that is fast- paced and change intensive - A leader who can capture the hearts and minds of their team, help them understand our business purpose and strategy, and inspire them to perform and grow - Proven success with creative problem solving to deliver a better customer and employee experience - Experience working as a team to continuously and sustainably improve processes and drive customer value - Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets - Knowledge of forecasting and capacity planning in an operational environment - Experience working with internal stakeholders to reduce customer and employee pain points The REA experience The physical, mental, emotional and financial health of our people is something we'll never stop caring about. This is a place to learn and grow. Some of our Perks & Benefits include: - A hybrid and flexible approach to working - Flexible leave options including, birthday leave and purchase additional leave - Flexible parental leave offering for primary and secondary carers - Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity - Hackdays so you can bring your big ideas to life Our commitment to Diversity, Equity, and Inclusion We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood! #LI-HYBRID