Work hours

• Monday – Friday, 10 AM to 7 PM (1-hour unpaid break)
• Sydney Time, 8 hours/day, 40 hours/week (excluding national public holidays in your country of operations)

The Role
As a Tier 2 Support Agent, you’ll be responsible for managing a queue of customer enquiries escalated through Zendesk, resolving requests that require deeper investigation, internal coordination, and/or document processing. You’ll work closely with Tier 1 support and internal teams (largely based in Australia) to ensure customers receive correct documentation, timely updates, and smooth outcomes. This role suits someone who’s process-minded, customer-focused, and comfortable handling detailed, multi-step requests. You will report directly to our Head of Customer Support, based in the Philippines.

 

Key Responsibilities:
Customer Enquiry Resolution (Tier 2)

• Manage and resolve Tier 2 customer enquiries escalated via Zendesk.
• Investigate issues, identify root causes, and deliver clear customer outcomes.
• Provide accurate, professional written responses aligned with Arborknot standards.
• Ensure all enquiries meet required turnaround times and quality expectations.

Document Processing & Generation

• Use internal systems and workflows to send customers documents, forms, or other requested materials.
• Generate certain customer-facing documents or internal records based on request type.
• Validate customer details and request eligibility before issuing documents.
  
• Maintain accurate logs and case notes in Zendesk and internal tools.

Internal Process Execution

• Trigger and complete internal processes required off the back of customer requests (e.g., updates, verifications, record changes, follow-up tasks).
  
• Liaise with internal stakeholders to unblock, manage dependencies, and confirm completion.
  
• Escalate risks or irregularities quickly and appropriately.
  
• Quality, Process & Continuous Improvement
  
• Identify recurring issues or inefficient workflows and suggest improvements.
  
• Contribute to help-centre articles and internal process documentation.
  
• Support training and knowledge transfer to Tier 1 team members.
  
• Maintain compliance with internal standards, privacy, and data handling requirements.

Required Experience & Skills:

• 2+ years in customer service, support operations, or a process-driven service role.
  
• Experience using Zendesk (or similar ticketing system) to manage enquiry queues.
  
• Strong written communication and ability to explain processes clearly.
  
• High attention to detail and comfort working with formal documentation.
  
• Ability to follow multi-step internal workflows accurately and consistently.
  
• Confident prioritizing tasks in a fast-moving environment.

Nice to Have

• Experience in Tier 2 / escalation support or complex case handling.
  
• Background in regulated environments, document verification, or operations.
  
• Familiarity with SLAs, QA frameworks, and customer support metrics.
  
• Experience contributing to process improvement or knowledge base upkeep.

Key Competencies

• Customer empathy + calm problem solving
  
• Process discipline + attention to detail
  
• Ownership mindset - sees cases through end-to-end
  
• Clear communicator with internal and external stakeholders
  
• Comfortable navigating ambiguity and finding solutions

What Success Looks Like
After the first month, you’ll be:

• Independently managing Tier 2 queues in Zendesk with high accuracy and speed.
  
• Reducing time-to-resolution for escalated requests.
  
• Consistently meeting SLA and QA targets.
  
• Improving internal customer-request workflows or documentation.
  
• Being a trusted escalation point for Tier 1 and internal teams.

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work from home
• Immediate hiring

 

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