Customer Support Administrator

Company Description

Oho is experiencing rapid growth (100% year-on-year) and we need a detail-oriented, Customer

Support Administrator equipped with data wrangling API and communication skills to help undertake critical verification processes, responding to customer support tickets, and technical

administration tasks that keep our platform running smoothly for 140+ organisations across

Australia's care sector.

You will love this role if you like a variety of detailed tasks, enjoy autonomous work as well as

finding it easy and enjoyable to context switch.

Role Description

Join our mission to protect vulnerable Australians and organisations through technology that makes safeguarding compliance seamless. Reporting to the Customer Implementation and Success Lead, this role provides critical customer support across verification services, customer administration, and technical system maintenance.

The position requires someone comfortable working independently on detailed tasks while

maintaining communication with the broader team.

What You'll DoPrimary Responsibilities (60% of time)

• Link and support the maintenance of government register portal connections for our large enterprise customers (manual setup required)

• Configure and edit features, settings and notifications for Oho customer accounts using automation platforms

• Create data integration packages and manage system-to-system connections

• Perform regular monitoring, reviews and analysis on compliance status across the Oho dashboards and database. This task will assist customers to act on red flags.

Secondary Responsibilities (30% of time)

• Be the human in the loop, reviewing and providing feedback on 1000+ documents monthly in optical character recognition (OCR) system training

• Manage, triage and respond to customer support desk tickets and escalate complex queries as needed

• Process professional register verifications with strict SLA turnarounds

• Conduct some manual data entry

Tertiary Responsibilities (10% of time)

• Clean up customer dashboards and review dashboard health

• Handle system delinking requests using support scripts

• Conduct subscription updates and feature configuration based on pricing tiers and features

• Process reconciliations of cloud services invoicing

• Various ad-hoc tasks including help documentation updates as well as experimentation and use of automation tools.

Skills Required_Essential:_

• Data wrangling and management capabilities - ability to work with SQL and APIs and

basic HTML.

• Customer service mindset - patient, detail-oriented approach to support

• Communication skills – loves to engage with the Oho team & customers, great at translating complex concepts into understandable language

• Technical administration - comfortable with system configurations and basic markup languages

• Can do mindset - be open to learn, collaborate and grow alongside our dedicated team

Highly Valued:

• Experience with email automation platforms and notification systems

• Document processing or machine learning training experience

• Understanding of workforce credential verification processes

• Basic scripting knowledge for process automation

About You

You're a methodical problem-solver who thrives on variety. You can switch between detailed

verification work requiring high accuracy, customer support needing empathy and clarity, and technical tasks demanding logical thinking. You understand the importance of regulatory compliance

and take pride in work that directly contributes to community safety standards.

Why This Role Matters

Every verification you process, every customer you support, and every system you optimise contributes to a platform that protects children and vulnerable adults across Australia. This isn't just

admin work - it's the operational excellence that enables organisations to maintain the highest

safeguarding standards.

What We Offer

• Mix of home and once a fortnight in our Melbourne office

• Variety - no two days are the same across verification, support, and technical tasks

• Growth opportunity - potential to transition to full time or other roles as we scale

• Mission-driven environment - work that genuinely makes a difference

• Team – supporting and working with the Oho team to drive excellent customer outcomes

Other Duties

This role will also include other operational and administrative tasks as required to support Oho's

growth and customer objectives.

To Apply

Send your CV and a brief note explaining your experience with compliance/verification processes or

technical customer support to recruitment@weareoho.com

Tell us about a time you've had to balance accuracy with efficiency - we value people who

understand when to be thorough and when to move quickly.