Customer Support Specialist

Join the National Leader in Cloud-Based Property Management 

🏡 Our Story: 

PropertyMe is Australia’s #1 property management platform with over 60% market share. PropertyMe is used by more than 35,000 real estate professionals to manage over 1.7 million properties. 

 

Your work will impact the day-to-day lives of millions of Real Estate professionals, tenants, and owners across Australia and New Zealand. 

 
🚀 Your mission: 

 
As a Customer Support Specialist, your mission is to be the trusted first point of contact for our customers—delivering friendly, accurate, and timely support across phone and email. You’ll resolve payment enquiries with care and compliance, ensuring a seamless experience through meticulous attention to detail, KYC verification, and collaboration across teams. You’ll play a key role in improving processes and helping shape a smooth, secure, and customer-first payment journey for both businesses and consumers. 

 
🤓 Responsibilities: 

PropertyMe Platform  

 

• First point of contact for inbound support enquiries (responses via phone and email)  

• Provide well composed, spelling & grammatically correct email responses to customer enquiries  

• Keep comprehensive notes of all conversations with customers in our ticketing software (Zendesk)  

Payments Platform  

 

• Investigate payment discrepancies and disputes in our payment platform for both business and consumer customer bases  

• Ensure and adhere to compliance regulations and standards related to our payment platform, including AML/CTF and KYC policies  

• Conduct KYC checks in line with regulatory requirements and internal policies.  

• Review and verify customer documentation  

• Maintain accurate records of verification for audit and compliance purposes  

• Collaborate and work with all internal teams to resolve payment platform issues and provide feedback to Product teams to improve the payment experience.  

• Contribute to ongoing improvements in onboarding, payment and verification processes, tools, and policies for B2B and B2C areas  

• Support and embrace any new customer service initiatives introduced by PropertyMe as required 

💻 Experience:  

• Previous experience in Property Management or Real Estate desirable but not essential  

• Demonstrated experience providing phone and email support within a high volume and demanding support centre environment.  

• Advanced troubleshooting, investigative and problem resolution skills  

• Use critical thinking skills to handle complex customer issues with confidence, patience, and poise to deliver a world class customer experience  

• Proven organisational and time management skills; concentrating efforts to prioritise effective and efficient use of time  

• Experience and a working understanding of AML and KYC policies  

• Exposure to financial policies, electronic payment systems, and regulatory compliance not essential, but advantageous 

 
🪴The Benefits and Perks  

• A nurturing and empowering team to help you reach your full potential 

• Strong opportunities for career development in a growing company 

• High autonomy and recognition in your role 

• Hybrid Working Style (2 days from office) 

• Beautiful office in Sydney CBD 

• Vibrant culture 

• Regular milestone parties 

• Job security working for one of Australia's leading PropTech companies 

It’s uncertain times at the moment, but there’s nothing uncertain about the opportunity here at PropertyMe, we’re building something special and we want to chat with you about joining us, no matter your background. Apply now or check out our Talent Acquisition team on LinkedIn, we’re always open for a chat!